U S Direct Express

Review: they allowed someone in pretoria wes Africa to take money off my card 432$ and internation fee

I called directexpress told them I did not do this and for them to stop payment. they told me they can't do that and let them take the money after I proved was not me

said I have to wait 45-90 days to see IF I get backDesired Settlement: I want 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.

Ms. [redacted] will be notified by Direct Express when the investigation has been completed.

Sincerely,

Vice President

Comerica Incorporated

313.22.9302

Review: My mother [redacted] contacted direct express to discuss a concern regarding her social security payment an the csr was very rude an was not helpful to her request to speak with a supervisor. I tried calling back personally to file a complaint an was hung up on each time. The customer service my mother received was absolutely unexceptable, an someone needs to be notified an a manager/supervisor needs to listen to the phone call which was recorded per the message on there automated system.Desired Settlement: I would like someone to call an apologize to my mother an myself.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about the service she and her mother, [redacted] received with speaking with Direct Express. I have escalated her complaint to management at Direct Express to review the matter and reach out to Ms. [redacted] and Ms. [redacted] to discuss their concerns.Please encourage Ms. [redacted] and Ms. [redacted] to feel free to contact me if they have any questions or additional concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: I receive a direct depost of [redacted] from social security into my direct express card on the 3rd of every month. I attempted to withdraw my rent amount and was told to contact my financial institution. the transaction could not be completed. I contacted direct express customer service. I was told there was suspicious activity and my account was restricted. I asked about the activity and was told they had no information on it...hmm. so I was told to go to a bank...that accept's prepay [redacted]card and withdraw the money that way. this is fine...but...remember the 4th of july holiday...all banks closed. now....my rental company has issued a [redacted] late fee and they needed a letter stating my account had been restricted...that's it and they would remove the late fee. I called direct express customer service. explained what I needed and was told they do not send letter's or make phone calls. now I am out [redacted] for something I had no control or knowledge of.Desired Settlement: a letter from direct express regarding the restriction and prior notifications of such.

Review: I was aware there was a problem with my Indiana EPPICARD account on December 20, 2013 after a declined transaction at a gas station.

Immediately I called EPPICARD and spoke with a representative who informed me my account had been suspended/cancelled because of a suspicious international transaction in Great Britain.

The amounts were $ 49.01 ATM cash withdrawal. And, $1.50 International ATM withdrawal Fee. Dated December 8, 2013.

After answering some account security questions regarding my card usage, I was informed by the representative that a fraud dispute would be opened. I was also told I would be receiving paperwork in the mail regarding my claim that I needed to fill out and return.

I had to call EPPICARD twice to receive the paperwork needed to process my fraud claim.

I am very concerned about this matter being resolved after seeing several EPPICARD customers having had very similar issues with no favorable outcome.

As of January 26, 2014 I still have not heard from EPPICARD.Desired Settlement: I am not asking for anymore that what rightfully belongs to me. I want this money refunded to my account.

This money is Child Support and belongs to my Child, Not a THIEF in Great Britain.

It is very Obvious that EPPICARD saw that the transaction was Fraudulent. If not, why suspend the account?

Also most card companies would have contacted the customer to make them aware of suspicious account activity. EPPICARD did not.

I have retained copies of my account statement showing in detail the fraudulent charges as evidence.

I intend to pursue this issue to the fullest of my capability. Even if this means contacting my States Attorney General.

I hope that contacting EPPICARD is enough to settle the matter.

Best Regards,

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concerns involve a dispute she filed on her EPPiCard. I have forwared her complaint to:

Telephone [redacted]

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: Hello. Today I am writing about the Comerica Bank's subsidary, Direct Express. Before I get to the point, please know that my Father died when I was 17 years old and I presently receive his lone SSDI benefit as a dependant.

--

So now what happened to me is that, since early December, in 2014, I've been staying in Manassas, Virginia where my Mom lives, and had not been around my home in New Jersey. On Jan. 2, 2015, my Debit Card had gotten fraudulently used at an ATM in New Jersey while I had been in Virginia. Direct Express received my investigation report, and copies of [redacted] train tickets, in other words, valid receipts showing that it is impossible that I could be in New Jersey around Jan. 2nd.

--

Direct Express purposely had not uploaded my letter to thier computers until Jan. 23rd. It is an action that is inconsistent with the fact that I had mailed this letter on Jan. 13th and so the company must have received it much earlier than Jan. 23rd, and thusly I could have gotten a promotional credit. But they insist that it was received through the mail 11 days after the Post Office sent it. They are certainly not being honest.

--

I could not have my promotional credit due to thier practices. Also I reached out in two ways numerous times in order to talk to the fraud investigator and as of Jan. 30th, 25 days, almost three weeks after it happened, he or she refuses to contact me via telephone. I tried A) requesting that in my letter; and B) requesting that in the fax; and C) calling for much of the week, whereby I was told they inputted the request into my file. All of these efforts have received not a single official responce. --

What am I suppose to do about my medical deductable if people cannot help me find the criminals that did this, huh? I told Direct Express about my Police Report and to contact the Detective named in my letter, and I put the important phone numbers in there. I am scared, my Landlord is mad at me now and I keep telling him, please wait for my bank's response, but where us everybody?

--

I still cannot go to my Doctor, Mr. [redacted] for my disease because there is no way for me to get my money back and I have only like, five family members left that are alive. I am isolated and I cannot figure out what to do now. As of today's filing of this letter it is around 30 days.

--

Before January, you can see my transaction history of my debit card is in the State of Virginia. Now you've got my [redacted] train tickets from December and January showing where I am. How much more do you need to kindly take me seriously? I am hopeless. I think next I need to write to the appropriate Commitee in Congress that oversees this contract with Comerica Bank because I think they will listen or communicate with me at least.

--

Also if anybody from Direct Express has the audacity to ridicule my credibility, I would have to tell you to listen to my official audio recording with Direct Express that describes all of my claims here as real and valid. And you may find this call log recording at [redacted] --

My Mom, my Sister, my brother, my sister's friend at the police department, the detective, myself, and my other bank, are ready and have been ready since the beginning of this month to vouch for me on my behalf and I am still waiting for Direct Express to execute my claim forward.

Good day.Desired Settlement: Important info: Last four of SSN: [redacted]. Last four of card No.: [redacted].

Business

Response:

Revdex.com,This complaint for [redacted] appears to be a duplicate of complaint #[redacted].Thank you![redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Ok I guess I will be more patient and I hope the first one is addressed.

Regards,

Review: I was traveling to Florida on 01/17/2015 with family. When I arrived in Florida, I went to the ATM to withdraw some money, when the transaction was denied I left the ATM and when I got to where we were staying I went on line to the Direct Express website to look at my account and I noticed 3 fraud charges from [redacted] on my account. These 3 charges were all done on the same day and within minutes of each other. I DID NOT authorize nor did I make these transactions. I was in Florida at the time these transactions were made, also the TARGET stores where the charges occured was in NY and I was in Florida at that time. I called Direct Express the minute I saw these charges on my account, they proceeded to cancel my card and Issue me a new one. Then they told me once I got my new card to call and activate it and then I could file a fraud charge compliant. I received my card within a few days, then called them and proceeded to tell them my story, they took my info and said they would mail me some forms that need to be filed out and returned to them so they can begin their investigation. I never received the paperwork they said they were mailing so I called back and told them that, they said they would re send the paperwork and I would get it within 3 to 5 business days. Well a week passed and still no paperwork, I called then for a 3rd time and told them I still had no paperwork, again they said they would re send the paperwork to my address. A week later I finally received the forms and filled them out and also enclosed proof of my travel plans to show that I was out of the state at the time the charges took place. These people have no regard or concern for my money. I would also like to point out that I am on disability and that these funds were part of my disability payment for the month of January, and that these transactions left me with no money in my account. I told this to Direct Express and they did not seem to show any concern. They told me that it would take anywhere from 45 to 90 days to investigate the charges. I don't understand how they can get away with such disreguard for people and their situations. Because of these charges leaving me with no money for the month, I had to borrow from relatives to pay my rent and bills for the month. This is MY money that I am entitled to by the STATE, I don't understand why they are not faster in their process. I am hoping the the Revdex.com can help me in any way possible to help me get MY own money back. The total of the 3 charges was $1298.31, as you can see this is a large amount and my monthly living.Desired Settlement: I would like MY money credited back to my card/account so that I can pay my bills and others that I owe for my months expenses that I had to borrow to pay being my account was compromised.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to investigate and reach out to Mr. [redacted] to discuss.Please encourage Mr. [redacted] to feel free to contact me if he has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

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

Regards,

Review: On May 12, 2015 after attempting to make a retail purchase, my card was declined. Thinking that it was a mistake, I asked the clerk to retry, again declined. I felt due to using my card a lot in the last few days, perhaps there was a suspicious activity hold on my account. To my amazement, I found out that I had $0 on my card, after $819.xx charges occurred during 5 transactions at 2 separate Walmarts, as had been informed by Direct express CSR. I was stunned and livid as I had not allowed my card or pin to be compromised at all; my card was in my possession all along.

After my verbal report/notification of the matter the second I became aware, I assumed that a credit would be applied in a reasonably considerate manner. DE said I needed to complete a form outlying the very same info that I provided by phone call to the fraud department. I felt like this was redundant and extended the time that I would be able to get a refund. I ended up being able to scrape up postage fee, to mail a letter as a substitute for the document they requested.

Cutting to the chase, I have contacted DE almost every day in order to find out status of credit. Each time I spoke with illogical and inhumane reps at both level 1 and 2 level helpdesks. Supervisors refused to allow me to get a name or contact info for the fraud department and/or senior management. I repeatedly begged and pleaded that my claim be expedited as I have chronic medical and mental conditions and that I had absolutely no money for medications, doctors visits, and almost out of food. Reps of this company act with callous indifference to the suffering of their account holders, most like myself have no other monetary means or resources.

Again, as I have a serious mental disorder, arguing and pleading with the robots at this organization, literally drove me into deep depression and I needed to go to them ER for suicidal ideation due to all the nonsense emotional distress caused.

I understand that my claim was one of however many being investigated but not everyone's pursuant circumstances are equal. Some might not have the same since of urgency. Just like emergency rooms prioritize patients bases on the severity of a given circumstance, so should DE. Not every claimant has notified them that they are subsisting on a meager food supply and need money for medications and treatment.

Within the Revdex.com and elsewhere, I have seen complaints similarly to mine, where already marginalized consumers, have faced the unjust, undignified, and absurdity of trying to recover money to cover living expenses. I am flabbergasted that the US gov't continues to contract with DE, given the critical allegations against the for them for horrific and ridiculous practices and policies.

Through my interaction with DE, I am sickened and appalled that they are allowed to function in the manner they do.Desired Settlement: Timely provide a provisional credit within the 10 business days as per the federal law, MasterCard's, and their own policies. I reported, by phone, on May 12 in accordance with the terms and conditions. To not have my refunded delayed to bureaucratic and unscrupulous internal processes. To not have to starve and delay medical treatment, while my funds are being uncorteously, if not unlawfully held. To have DE removed as the Treasury's financial agent or a complete comment overall of their operations and procedures. To be treated with the mininimal amount of humanity, decency, consideration, and respect. For this organization to resolve their distinction, so that they will have better than a F Grade by Revdex.com.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to investigate. Mr. [redacted] will be contacted by Direct Express once the review is complete.Please encourage Mr. [redacted] to contact me if he has any questions or concerns.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Consumer

Response:

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

Regards,

Review: Charges were made on April 9, 2013, for $139.74. I contacted Direct Express in sufdficient time for them to stop fraudulant charges, they still allowed charges to go through, saying there were two charges for the same amount, to the same company. My printout of my tranactions show only one charge or $139.74 on April 9, 2013. This charge was not cancelled as my first printout shwos it as a cash pending charge, after my report of fraud, it shows it as a [redacted] purchase. The same time I reported this fraud, I also cancelled my card, they told me they would freeze that pictulaqr numeber. Now I get a runaround and I'm out $139.74Desired Settlement: They should refund my money ASAP, because I reported the fraud in time to stop the charge.

Business

Response:

Revdex.com,

I have been advised by Direct Express that Mr. [redacted] opened a dispute in the amount of $139.74 on April 15, 2013. On April 9, 2013 Mr. [redacted] was issued a replacement card. This card is currently in a registered status. All replacement cards sent to cardholder's contain a new card number, expiration date, and CVC code.

The completed investigation form or handwritten documents received from the cardholder are necessary for review of the claim. To date, neither has been received from Mr. [redacted] regarding his claim. Thus, the service request is currently pending. The 10th business day is April 29, 2013 with a 45th open day of May 30, 2013. It is imperative that Mr. [redacted] return the required documents or his claim cannot be investigated and will be declined. Mr. [redacted] may contact Direct Express at ###-###-#### to discuss any concerns that he may have.

Thank you for the opportunity to review and respond to this matter.

Sincerely,

Comerica Incorporated

Corporate Quality Process Department

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

Review: not informed that card was part of target breech. telephoned on Jan 23, 2014 and informed by agent ofvsuch. I requested to have my new card sent express to me. because of their lack of vommunication, my rent check was going to be returned from the back unpaid. as well as other items that were set up on suto pay that would not be paid. they did not seem to care. I called again on Feb _3 _because I did not receive the card yet. I was informed that the card was sent regular mail. I was also told that if I d not receive card by Feb 4 that they could transfer the funds to my bank account for me. I didn't get the card again. they then told me that they could not do the transfer for me. I called again on Feb 5 and the representative I talked to said the card was not sent - again. so again I an told that it is being sent and would be here Feb 7. I called because UPS has been to my apartment complex but did not do here. again. told that AGAIN¡ o was/am very upset because their businesses practices is very poor. I shed for asuoerviror she refused to tell me her name. she was very rude. I explained to her why I was so upset. & she said," don't blame us because you can't manage your money". that's not even the issue. I live off $1000 /month. I asked her for her name again and for another supervisor.

she refused to give me her name and also refused a supervisor and she hung up on me.

I called back,,__I immediately requested a supervisor. I got on the phone with a guy named [redacted]. he was equally as rude and said that there were no notes from the previous supervisor. he said again that there was nothing they could do. I advised him that because of the previous reps refusal to do their jobs correctly, my bank account is overdrawn. again, he said he can't help me. I shed him for the first names and agent idnumbers. he refused.

I told him I was filling a complaint and he told me to go ahead and he hung up on me.Desired Settlement: I want to be reimbursed for all late fees because I didn't have my funds, as well as a phone calll, diedct apology. not a form letter or email.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned with the service received by Direct Express representatives and delivery of his card

On 1/17/2014, a new card was ordered for Mr. [redacted] and mailed to the address of record. On 1/23/2014 Mr. [redacted] contacted Direct Express to advise the card ending in 8381 was sent to the wrong address. Mr. [redacted] updated his address and phone number and a new card was ordered and mailed via regular mail. The $4.00 card replacement fee was waived.

On 2/5/2014, Mr. [redacted] called and advised he had not received card ending in 6346; a replacement card was ordered and expedited to the him and all fees were waived. Mr. [redacted] was not charged any fees to have his card expedited.

I can confirm that Mr. [redacted] has received his new card and has been using the card to access his monies.

I have been informed by Direct Express management that the Call recordings (conversations with Mr. [redacted]) are being reviewed and management will address the issues accordingly.

Please encourage Mr. [redacted] to contact me directly if he has any questions or has further concerns. I would be happy to assist him in anyway I can.

Sincerely,

Review: I lost my debt card.Someone used it and took $1800 without my permission.Direct express informed me that because of conflicting information they were not sure any fraud occurred.DIRECT eXPRESS TOLD ME TO SEND A LETTER with any additional information if I waNTED A SECONDARY review.I have sent a letter on 3 different occasions but they haven't any record of receiving any letter from me.Desired Settlement: I WANT THE $1800 THAT WAS TAKEN from my account

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 Direct Express management for review and response. Mr. [redacted] will be notified of the outcome of his investigation.

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

Sincerely,

Corporate Quality Process Department

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I mailed direct express a letter with new information 3 times,I need to know that they have received the letter

Regards,

Business

Response:

Revdex.com,

I have been informed by Direct Express management that the customer advocacy team is contacting Mr. [redacted] to assist in obtaining the paperwork required to re-open his investigation. Once the paperwork is received a fairing hearing will be conducted.

Mr. [redacted] will be notified of the outcome of the investigation by Direct Express. Please encourage Mr. [redacted] to contact me directly if he has any questions or concerns.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I should not have to wait for an investigation that should have been done already.The result of the 1st invesigation was They were not sure if any fraud occurred due to conflicting information.I want a refund of $1800 They should find out who took the money from my account and put them in jail

Regards,

Business

Response:

Revdex.com,

Direct Express management have been unsuccessful in speaking with Mr. [redacted]. Direct Express has not been able to leave voice messages for Mr. [redacted] to return their calls since his phone is not set up for voice messages. Telephone calls were made to Mr. [redacted] on July 11, July 15, and July 18th. Additonally a letter was sent encouraging him to call [redacted] at Direct Express. [redacted] can be reached at [redacted].

I can appreciate Mr. [redacted]'s frustration. To proceed in further reviewing his claim, Direct Express needs to speak with him.

Mr. [redacted] and I did speak today and I shared [redacted]'s contact information with him.

Please do not hesitate to contact me if you need further information or require clarification.

Sincerely,

Corporate Quality Process

Consumer

Response:

Review: [redacted]

I am rejecting this response because:i tried to contact [redacted] 2 times on 7/25/2014 I will try to contact her today 7/29/2014

Regards,

Business

Response:

Revdex.com,

I have asked Direct Express for an update on Mr. [redacted]'s complaint status. Mr. [redacted] has the contact number for a Direct Express superivisor.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Direct Express has received my letter for a second review ([redacted]) she has forwarded it to their fraud department

Regards,

Review: Within a fifteen minute time span, somebody used my Direct Express card information 6 times at the same location to drain my account of $570 (I still have, and have never lost, possession of my card); within the last 15 seconds of said time span, my card information was used 3 times to deduct the remaining $300 from my account. I had seen the discrepancy as the charges were pending and had contacted U.S. Direct express to freeze my account. However, I was told that they could not freeze my account because "how could they know if it was me or not." They then proceeded to tell my that they can not do anything about it until the charges had cleared. The people were very rude and would not provide the reference number for the phone recording, a call center ID number, employee ID numbers, supervisor ID numbers, or would not let me speak to any authority personnel. I had Filed two separate police reports; one in my county, and the other in which the card information was used. The police acquired the video surveillance at the Target store in which it was used and witnessed a person of another race using my card information. I say card information, assuming that my information was compromised some how, and a duplicate card was used. Upon telling the above information to Direct Express, I was informed that their investigation can take up to 90 days. I am about to get things turned off now due to non payment. Why will it take ninety days when the case is solved for them.Desired Settlement: I really just want my $570 back. And, as you may or may not know, Direct Express processes Department of Treasury payments, comprising of veterans including disabled veterans. Has our military sacrifices and suffering not warranted the security of our measly compensation for accumulated years spent in a war zone defending this great nation? That being said, another desired outcome is just for my fellow war fighting brothers to not have to deal with ignorant, condescending, uneducated, under-informed, customer service representatives, while trying to reacquire their hard fought for funds.

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 notified by Direct Express about the results of the investigation.

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

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I caught the fraudulent charges while they were still pending. Upon calling Direct Express, I was talked to with condescending, patronizing tones, and with complete ignorance regarding the subject of the fraudulent charges, the proper process for handling said subject, nor was given the names of any bosses or allowed to speak with them. I was told by multiple Direct Express employees that I could not prove it was not me who used my card, so they could not freeze the pending charges. This is not only unethical but unconstitutional; "Ei incumbit probatio qui dicit, non qui negat" meaning, the burden of proof is on he who declares, not on he who denies. Furthermore, I have made police reports (attached), and the police pulled the surveillance footage of a man of another race using my card six times in fifteen minutes at a Target store. I was told by Direct Express employees that the card had a suspicious activity monitor feature, yet, my card was used extremely frequently at the same location and the last three times it was used were within a fifteen second time span. When I asked Direct Express why that did not seem suspicious, they told me that it had to be a "mom and pop" store because Target is a trusted retailer. Also, whenever talking to Direct Express employees, I asked for the telephone recording reference number of the conversation, but was denied every time. I was either told, they do not have access to it, they do not record calls (which is a lie because the phone prompt warns of such activity), or blatantly told no. It has been three weeks already, and I am told it will take 90 days. I have all the proof of my innocence, so why should I have to wait for the money I earned after it was stolen?

Regards,

Business

Response:

Revdex.com,

I have forwarded Mr. [redacted]'s additional information to Direct Express management. Mr. [redacted] will receive a letter disclosing the outcome of the investigation.

Sincerely,

Comerica Incorporated

Review: On November 18 2014 I signed up for a $1 credit score using my Direct Express Debit card. Almost immediately I felt I made a mistake! I cancelled [redacted] credit score and notified Direct Express. I expressed my concern about [redacted] taking money off my card and was assured that they hadn't. I asked for monthly statements at that time and only received January's and discovered [redacted] had taken $117 from account! Notified Direct express and wad assured no problem that [redacted] fraudulently took my money! Then told claim denied! They didn't even contact [redacted]Desired Settlement: I want to be made whole! On my own I've gotten back approximately $60 from [redacted] and for my anxiety and distress for treating me horrendously like hanging up on me and not even investigating fraud on my card! Scandalous

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. Ms. [redacted] will be contacted by Direct Express when the review of her complaint is complete.Please encourage Ms. [redacted] to feel free to contact me directly if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporared[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:the business has been looking into and closing file since February 2 ! I'm 59 years old living on $733 a month and need my money returned asap!

Regards,

tuu

Business

Response:

Revdex.com,Direct Express management has provided the following update concerning Ms. [redacted]'s Direct Express dispute:On 02/02/15: Dispute SR#[redacted] was opened for three alleged unauthorized recurring POS transactions from [redacted] totaling $88.65 that occurred on 12/2/14, 1/3/15, and 2/2/15. Ms. [redacted] states she cancelled the service.On 02/18/15: Direct Express received the dispute paperwork.On 03/19/15: Claim was closed additional information is needed. Ms. [redacted] states she cancelled the service but did not provide a cancellation number, date of cancellation or proof of contact with the merchant.On 04/22/15: Direct Express indicated that they will contact Ms. [redacted] to advise her on what documentation is needed for the investigation. Additionally, I left Ms. [redacted] a voice message to contact me directly if she needs further assistance.Sincerely,[redacted]Comerica Incorporated[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I submitted every detail November 18 I signed up and cancelled [redacted] and also notified Direct Express because I believed it was a scam! My case was closed by Direct Express without any investigation! [redacted] returned about half of my money from my own initiative but Direct Express should be shut down for deceptive business practices from elderly and disabled people! I want to be paid for my anxiety and my investigating and Direct Express closed the case for lack of evidence on 3/19/2015 because they did no investigation!! I have no money to put on my phone because losing $117 when you get $733 is horrible Do something right Direct Express and quit lying

Regards,

Review: On 10/**/2013 I called Direct Express @ [redacted] to report my card lost and the CSR proceeded to process my replacement card I was informed that I would receive the replacement card with in 7-10 business days. I then asked if there was a way I can get it sooner and I was informed that and expedited service was an option for 13.50 and I asked if that could come off my card I was informed yes and the replacement process continued I asked if there was a tracking number and she said I can call bk on 10/**/2013 to get it. On 10/**/2013 @ [redacted] a CSR REP answered and I explained first how annoying it was before I could speak to someone and then I proceeded to explain that I was calling for my tracking number and she could not find one I asked for a manager/supervisor and her name was [redacted] I explained to her what was going on and to be a supervisor she knew nothing she goes on to tell me that she does not have a tracking number and would not get one until the actual day that the card is actually due for delivery witch was told to me wrong as far as to when I would get my card for expedited service. Wrong info was given and upper management did not know anything nor could they help me to give me info about the where abouts for my cardDesired Settlement: I want a phone call with clarification in regards to the CSR department and the in accurate information that is given I want the right info and actually a refund of my 13.50 because it was not said to be business days when it came to expedited service that is why I paid the 13.50 because I didn't want to wait for the 7-10 business days I wanted the two day service that was told to me for 13.50

Business

Response:

Revdex.com,

I have received the complaint submitted to your agency by [redacted]. Ms. [redacted]'s concerns involve her Direct Express Card.

Ms. [redacted] ordered a replacement card on October *, 2013. The Direct Express card was expediated and a fee of $13.50 was charged to her card. On October **, 2013, her card was reimbursed the $13.50 as a courtesy.

Additionally, Direct Express management have addressed the service issues Ms. [redacted] experienced. Please express to Ms. [redacted] my apology for any confusion or inconvenience she may have experienced. Please have her contact me directly, if she has any questions or additonal concerns.

Sincerely,

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.

Regards,

Review: I was locked out of my account on line. I put in the correct SS# and Zip code. I gave my correct email address but it kept saying no customer by that name and information.

I got Customer Service after about five trys.

I got very rude service from the first agent. They kept saying they couldn't understand . The supervisor came on line after about 10 minutes of trying to get her on the phone.

She kept saying to repeat information They understood because my name is hard to pronounce and and refuse to help me with my account. The bottom line is I can't access my account on line.

I am locked out of access to my money from SSI payments. I want to know about my money. The CSR acted they were playing a game. Acted very unprofessionally.Desired Settlement: I would like to access my account online. I would like to retrieve my payments of money online.

I would like the people I dealt with lessons on how to treat customers with respect.

No compromising of people information as SS#, no fraudalent intent to steal my money by saying no record of me in the system and locking me out of my account.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] is concerned that online access to their Direct Express Card is unavailable.

I have escalated [redacted]'s concerns to a [redacted] at Direct Express to review and contact [redacted] directly. Additionally, [redacted] is concerned with the level of service received from the representatives at Direct Express.

I have been informed that Direct Express management is reviewing the audio of the telephone conversations and counseling the representatives involved.

Please express my apology to [redacted] for the frustration experienced in attempting to get issues resolved. Additionally, encourage [redacted] to contact me directly if there are further concerns or 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,

Review: dear better business burea so im sending and written email request about and business matter company policy contract so aslo the main reason why im doing this because I contact the business today and yesterday and day before that so this company offer debit credit card process payment threw federal government contract agency so aslo I have been waiting two weeks for my new debit card to arrive by ups so aslo when I first call the credit card call center about my balance on my card and when I was going to arrive by my address they had on file status so aslo when I contact the company by via telephone they told me its take 7-10 business days to receive the card by ups and that the card had got lost into ups tracking services so they said that they issue the card out to another address in the state of Arizona to another member address so they said that was taking so long for me to receive my first card they had sent out so I told the direct express customer services call data center whats was taking so long to processing the credit card fund payment so aso I told the business if I don't get the new card about this coming up this Tuesday so I told them I haven't payed none of my bill and rent due payment are due this month so the company failure to honest agreement to promise my delivery request of none product I never receive so when next week come in its will be going on three weeks and I still haven't herd nothing from the businessDesired Settlement: so the onlything I was the business to do is send me my new debit mastercard out to my billing address they have on file status and this will solve my case report file [redacted] close [redacted] resolve with the business respond to my complaint I have file against them for none delivery of product services so I never gave the company any conflicks problem issue when I call in to customer services call center about my personal data imformation they have on file status

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about not having his Direct Express card. I have escalated his complaint to Direct Express management.

I have been informed that on 06/30/14 Direct Express replaced and expedited a card to Mr. [redacted]. He should have received the card in two business days but card was not delivered due to the wrong state code on the address.

On 07/10/14 another card was expedited to Mr. [redacted]. Records show that on 07/14/14 Mr. [redacted] registered the card and has accessed to his funds. A credit was issued to Mr. [redacted]'s account in the amount of $17.50 for the expedited card delivery fee and card replacement fee.

I believe Mr. [redacted]'s concerns have been resolved. Please encourage Mr. [redacted] to contact me directly if he has any questions or 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.

Regards,

Review: I called Direct express in January 2015 to inquire about a balance on card. The csr updated my address on card. I have since moved from Texas to Nevada. My son's social security benefits used to be on that card in the past but I had it going to my bank account. The csr changed my son's benefits from my bank onto that card fraudulently then tells me I already submitted information. I said what information she say putting your son's benefits back to Direct Express I told her right then that's not what I told her to do. She say oops I submitted it already immediately I asked for supervisor and she said it's too late they can't stop it and to call go direct express to cancel it. They say they can't cancel it because at the very beginning when my son started to receive benefits social security already set it up. I even called to cancel card and was told that everything would be cancel and my son's benefits will not go on card that was a lie. Feb 03, 2015 my son's benefits was sent to direct express and we didn't have a card so I called and requested to talk to supervisor to get card fee waived since I never changed my son's benefits in the first place. That man refused to let me talk to supervisor til after he put in request to get expedited card in 2 days then he transferred me. The supervisor said she would have waived the fee because she understood my frustration on how this came about. She submitted a ticket on Feb. 3 2015 and it never got worked. I called back week of Feb. 16 and another guy submitted another ticket and this one got denied saying that's the fee for expedited card not understanding the circumstances that led to this. As I kept telling Direct Express in January that I didn't want my son's benefits put back on card they did it anyway. Direct Express submitted my information fraudulently to get my son's benefits on that card!!Desired Settlement: I want the expedited fee back like I was told by first supervisor request submitted on Feb 3, 2015. Direct express need to find phone conversation in January 2015 and Feb 3 2015 that would put a light on this problem.

Consumer

Response:

Hi I finally the $13.50 refund for delivery of the card as promised. I would like to close the case. Thank you [redacted] complaint: [redacted]

Review: Someone used my credentials to obtain a Direct Express debit card in my name and Direct Express used this information to get my social security disbursement routed to the card. Direct Express then responded to a call from the perpetrators to have the card mailed to an address in [redacted] that was not mine and not the one on file with the Social Security Administration (in [redacted], ** ). They should never have allowed this to happen. When the card reached the recipient at the address in [redacted] it was immediately used at several ATMs until the funds were drained. When we figured out what had happened and they acknowledged that I was the real [redacted] they said I could file a claim for my money. In the meantime I filed a police report in [redacted] supplying the police with the address Direct Express told me the card was sent and the places, dates and times the card was used at ATMs. After all of this they responded to me at my real address that my claim was denied because they could find no evidence of fraud even though they now know who I am and that I do not live in [redacted].Desired Settlement: Direct Express ([redacted]) should admit that fraud took place and investigate to try to find the perpetrators using the caller ID from which the card was fraudulently ordered, the recordings of the conversations, the people at the address to where the card was sent and the surveillance videos from the ATMs where the cards were used.

The US Treasury authorizes Direct Express to issue these cards and gives them a back door into the accounts of social security recipients by allowing social security payments to be direct deposited to the Direct Express card. Direct Express should do a better job of verifying that individuals who apply for cards over the phone are really who they say they are and Direct Express should never send a card to an address that does not match the address on file at the Social Security Administration for the Social Security number of the applicant has given.

I believe the Social Security Administration should take part of the blame for this type of fraud because they make it too easy for someone to obtain the Direct Express card using someone else's credentials. They should require positive feedback using the telephone number, email address or physical address before they change the bank routing of the retiree's payment. Currently they send a letter to retiree stating a change was requested but they don't expect a response. Instead they assume no response is assent. This leaves the door open for fraud, which several other individuals on the Revdex.com web site have reported concerning Direct Express as well.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to investigate.Below is a summary from Direct Express management:Research shows that enrollment was completed through the call center. Extensive Personal Information is needed to complete an enrollment for Direct Express. The enrollment was approved by the Social Security Administration and became active on 12/05/14. On 02/24/15: - Dispute SR1-2341236139 was opened for $2,245.00 for multiple alleged ATM withdrawals that occurred on 01/13, 01/14, and 01/16, 2015 that depleted the card account. Mr. [redacted] stated his January 2015 benefit payment never went to his personal bank account and that the funds were deposited into a Direct Express card which he never ordered or received. On 03/06/15: Dispute paperwork was received. Investigation continues. On 03/10/15: Case review determined that this case is enrollment fraud. therefore Mr. [redacted] should be referred back to the Paying Agency - Social Security Administration for critical payments. In conclusion, the Direct Express Investigators determined that a Direct Express Card Account was fraudulently opened in the name of [redacted]. Mr. [redacted] sould go into his local Social Security Office and request a critical payment be processed for him.Please encourage Mr. [redacted] to contact me if he has any questions or concerns.Sincerely,[redacted]313.[redacted]3/11/15: CAG attempted to notify CH to refer him to the paying agency, however, therewas no answer. CAG left the CH a voicemail requesting a return theircall.

Consumer

Response:

This is regarding prior complaint ID [redacted] that was closed because I didn't respond immediately. I have further issues with the response. After filing Service Request #[redacted] with the Direct Express Fraud Services Department I received a letter stating "After a thorough investigation of the information you have provided as well as our internal records and your card history, we cannot confirm fraud occurred". It was only after filing a complaint with the Revdex.com did I receive a response from [redacted], Vice President, Comerica Incorporated stating "Case review determined that this case is enrollment fraud." I was further told that "Extensive Personal Information is needed to complete an enrollment for Direct Express" and that "The enrollment was approved by the Social Security Administration ". I contend that the personal information needed to complete enrollment for a Direct Express Card is not extensive enough. Once I informed Customer Service that a Direct Express card was obtained in my name fraudulently, Customer Service offered to put further safeguards on the account because it was compromised. In my opinion the safeguards that were added should exist with the normal enrollment process. Had these safeguards been in place (they are very similar to what the credit bureaus use as safeguards) the card would have been almost impossible to obtain by those that defrauded me. I further contend that the US Treasury Department and the Social Security Administration should alter the process by which federal benefits can be directed to a Direct Express Card. The enrollment process for a Direct Express Card should be no different than obtaining a bank account and should not require the approval by the SSA. Once the card is obtained, the cardholder should contact the SSA directly to authorize benefit payment to the card account using the SSA's existing Direct Deposit process. The current process allows Direct Express an unnecessary back door into an individual's SSA records making fraud easier. I request that the Direct Express Fraud Services Department apologize for dismissing my case so easily as "no fraud", especially since later "case review determined that this case is enrollment fraud". I feel like the only reason Direct Express took my case further was because I complained to the Revdex.com. I would like some proof that Comerica Incorporated, Direct Express has informed the SSA that I was defrauded. I have been dealing with the SSA for two months trying to recovery my January benefit without success. I have no idea if the SSA was made officially aware by Direct Express that I was the victim of Direct Express Card enrollment fraud. I would like Comerica Bank to work with the US Treasury and the SSA to alter the process by which the Direct Express Card is obtained. No authorization by the SSA should be necessary to get a Direct Express Card just as no authorization is necessary from the SSA for an individual to open a bank account. Once a Direct Express Card is obtained the cardholder should use the existing SSA process to update his or her Direct Deposit information authorizing money to go automatically into his or her Direct Express account every month.

Regards,

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about "enrollment" fraud for a Direct Express card. I have escalated his complaint to management at Direct Express to investigate. Below is a summary of the results of the investigation:Research shows that enrollment was completed through the call center. Extensive personal identification is needed to complete an enrollment for Direct Express. The enrollment was approved by the Social Security Administration and became active on 12/05/14. On 02/24/14: - Dispute SR1-[redacted] was opened for $2,245.00 for multiple alleged ATM withdrawals that occurred on 01/13, 01/14, and 01/16, 2015 that depleted the card account. Mr. [redacted] stated his January 2015 benefit payment never went to his personal bank account and that the funds were deposited into a Direct Express card which he never ordered or received. On 03/06/15: Dispute paperwork was received. Investigation continues. On 03/10/15: The investigation determined that this case is enrollment fraud and Mr. [redacted] was referred to the Social Security Administration to arrange a critical payment.In summary, Mr. [redacted] will need to work with the Social Security Administration for repayment.Please encourage Mr. [redacted] to contact me if he has any questions or further concerns.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because: As suggested in the business responses, I have called both:[redacted]Comerica Incorporated[redacted]Corporate Quality Process Departmentand[redacted]Comerica IncorporatedI left messages with both. Neither have returned my call.Regards,[redacted]

Business

Response:

Revdex.com,I have spoken with Mr. [redacted] and he had some additional questions concerning the Direct Express enrollment fraud. Mr. [redacted] inquired if Social Security was notified by Direct Express that the card was established due to enrollment fraud. * Direct Express did inform Social Security Administration.Mr. [redacted] inquired how the Police Detective would process a subpoena for records. * I have requested the address for the subpoena to be mailed, but have not received this information as of yet. I will inform Mr. [redacted] directly once I am provided this information. I have provided Mr. [redacted] with my contact information and encouraged him to call me with any questions.Sincerely,[redacted]Comerica Incorporated[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Even though Direct Express has notified the Social Security Administration of the fraud associated with my social security benefit payment and I have contacted the Social Security Administration repeatedly regarding the fraud, I have yet to recovery the payment that was taken from me as a result of the fraudulent activity. I have also asked the [redacted] police department to contact Direct Express (via Comerica Bank) at the number given to request further information about the fraudulent activity which they are investigating at my request. Regards, [redacted]

Review: On September *, 2013, I went to the ATM to withdraw my money to pay my rent and the machine kept telling me that I was not authorized and when I called my card, I was told that they had noticed some possible fraudulent activity on my card and so they had to cancel it. I asked them if when I get my new card I would still have my $143.00 on it and they told me that I did not have $143 but had only $9 on my card. The man then told me that someone had made purchases from [redacted] with my debit card and some cell phone bill had been paid with my card without authorization. Keep in mind that on 9/* when I called they already suspected fraudulent activity and the cell phone payment had not yet gone through and they told me that I had to let the payment go through before I filed a claim. I did not understand why they could not just freeze my money and allow me to have my money. Instead they made me wait 5 days till my money was completely stolen and now I can't pay my rent. I am a disabled woman who relies on government benefits for survival and I want my money back.Desired Settlement: I want my money back and some for pain and suffering...I have been so stressed out and they should have to pay restitution but in the meantime, I want my $130 that was used to pay a cell phone bill which I do not own.

Business

Response:

Revdex.com,

I am in receipt of a complaint submitted to your agency by [redacted]. Ms. [redacted]'s concern involves a dispute she filed with Direct Express on September *, 2013. I have been advised by Direct Express that Ms. [redacted] filed a dispute for an unauthorized transaction from [redacted]s for $130.00. On September **, 2013, Direct Express received the dispute paperwork from Ms. [redacted]. The claim is currently under investigation. Ms. [redacted] will receive a letter from Direct Express once the investigation is complete.

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

Sincerely,

Comerica Incorporated

Corporate Quality Process Department

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I do not know what they are investigating because on the day they took my money I was on the phone with Direct Express and the money had not yet been paid out and I told them not to pay it out because I had not authorized any such payment. They told me that transaction was pending, they did not allow me to withdraw my money but allowed someone else that was not authorized to take my money instead. I want my money back. I am a poor and disabled woman and need my money to pay my bills.

Regards,

Review: On May 1, 2013, Direct Express took a payment of $60.00 from my account without any notification or explanation as to why the money was withdrawn. I have been trying several times a day since this date to get an explanation as to why they took my money but all I have been getting from both customer service reps and supervisors is that they cannot assist me because I cannot verify the address that they have on file. On June 4, 2013 I faxed over a copy of my Florida Identification Card along with a letter from the [redacted] that has my current address on it as I have told them several times that I have moved and this was sent to "Level 2" per the supervisor that I spoke with on that day then again today I was advised to fax over that same information along with my birth certificate to "Level 2" "Account Services" for which hours later I called to see if it had been received and they are telling me "no" I would need to fax it again. This is my personal information that they have floating around their office so I am not sending them anything else of mine because I have been a victim of identity theft and I am not feeling good about sending my personal information again!Desired Settlement: All I would like is for them to refund me my $60.00 back! This can be done in check form or by applying the money back onto my card......I just want my money back!

Business

Response:

From: [redacted] [mailto:[redacted]@comerica.com]

Sent: Wednesday, September 25, 2013 5:09 PM

To: info

Subject: [redacted]

Revdex.com,

I am in receipt of

the complaint that has been sent to your agency by [redacted]. Ms

[redacted]'s concerns involve her Direct Express Card.

Ms. [redacted] also

mentioned in her complaint that she was disputing a transaction for $60.00.

Direct Express noted that there were no transactions for $60.00 nor any

disputes opened.

It is my understanding

that Direct Express has resolved her concerns.

I have left a voice

message for Ms. [redacted] to contact me if she has further questions or concerns.

Please update the

complaint with my comments or re-open the complaint and I can update the complaint.

Thank you!

Corporate Quality

Process

MC 3232

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

Review: on 7/1/2014 I called the us direct express to let them know that someone was using my card number to make purchases . the guy was very rude because I was crying . I told them between 6 transactions all my daughters social security payment was taken out in modesto California a total of 711.40 they told me they could not cancle the transactions and that I had to wait to make a report till items post so I called police department in edinburg texas where the police officer make a very detailed report stating that I was a victum of fraud because he has the card that was being used to verify and that there is no way possible I could have drove from edinburg tx to modesto California . while the officer was here taking they report I was calling the [redacted] where I spoke to [redacted] the [redacted] and she told me that all she could tell me is that she pulled the tape no card was in hand to make purchase and that she would be getting with cashier because strick policy not to type in card information. I then called [redacted] where they where less then helpful and and told me they knew it was fraud but I need to call my bank . the officer who took my report was [redacted] and was witness to call with wal mart where I was told that it was 100% fraud . edinburg tx police department [redacted] ... so on 7/2 I called back direct express made the claim and was told it could take up to 90 days . I am so sorry but I do not have 90 days to wait clearly it was fraud and I am still being denied funds to be put into the new card that is being sent to meDesired Settlement: refund me my daughters money this is 1 time a month that I get paid my rent is due I have 6 kids need my funds back into my card and need bank to request videos from [redacted] and [redacted]

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] is concerned about a dispute she filed on her Direct Express card. I have escalated her complaint to management at Direct Express. I have been informed that the dispute is currently under review. [redacted] will be notified by Direct Express of the results of the investigation.

I can appreciate [redacted] frustration and have asked that a [redacted] call her and discuss the timeframe for the dispute process. Additionally, [redacted] can contact me directly at the telephone number listed below.

Sincerely,

Comerica Incorporated

Corporate Quality Process Department