U S Direct Express

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Direct Express took a payment of $60.00 from my account without any notification or explanation as to why the money was withdrawn.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 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 Feb. 19, 2015 I called the enrollment department for US Direct Express and spoke with an agent by the name of [redacted]. She appeared to take my enrollment information to obtain a debit card for my children's social security survivor benefits which included their social security numbers, mine and their deceased father's. She also asked that I provide the current bank information for which my deposits were currently being paid into. I provided her all this personal information as she requested. However, on Feb. 25th I called US Direct Express to get a status update on my enrollment and they did not locate any pending or completed enrollment with the information I provided. I then got suspicious and asked if the business asks for bank information during enrollment and was advised that no they don't and typical calls for enrollment do not take as long as it did with [redacted]. I then asked to speak with a supervisor, [redacted], and after explaining the situation and asking if she can have the date, time of my my original call investigated to find out what the rep did with my personal information, she refused. She became very rude and told me they have no such way to research a phone call. She became very rude and acted inappropriately with me telling me I had no idea what I was talking about. She then hung up on me. She did not once offer some sort of comfort or resolution even though an employee took my information and did not process the enrollment. Now I am having to close my bank account and go to the social security office to ensure no one steals my children's survivor benefits which currently is the only income our family has due to my recent employment layoff.Desired Settlement: I would like someone at US Direct Express to research the matter. The original phone call for enrollment took place on 2/19/2015 at approx. 9:15 am MST with [redacted] and my phone number that I called from was 719-[redacted]. I would like someone to research the call and locate this agent and find out why she took unnecessary banking information and all our social security numbers, and date of births when it was not required to enroll with US Direct Express. I would like that employee to be punished per company policy. I would also like my call from 2/25/2015 at approx. 3pm MST with [redacted] at the HelpDesk to be researched and listened to and ask that she receive corrective action by her superior's for her lack of customer empathy and desire to provide assistance. And lastly, I would like to receive a formal apology by the company to have on record that they did look into this matter with professionalism and integrity.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about the enrollment process for Direct Express. I have escalated her complaint to management at Direct Express to investigate and contact Ms. [redacted].Please encourage Ms. [redacted] to contact me if she has any questions.Sincerely,[redacted]Comerica Incorporated313.[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: 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]

I think that eeryone that has been ripped off by these spawns of satan should also file a complsont with the SSI department. The fact that they victomize people they know are disabled because they have been given misplaced trust to handle the SSI money given to us is repulsive. Maybe if the social security office is informed of just how many people they have stole from they will terminate their contract. They do not deserve to be given another chance to steal,mislead,decieve,manipulate,cause stress and then finally heartbreak and despair to not one more person ever. With the amount of peole this has been done to and the fact that we are disabled there has to be a law firm that may be willing to assist us. My name is julia w[redacted] and my email address is [redacted] if you feel that strength comes in numbers and are willing to form a petition to send to the docisl security adimistration office please email me.

Review: Direct Express, has allowed, [redacted], to take money off my disability debit card and I've had a dispute opened 11/22/2014. They claimed, they never got my letter for dispute and closed the case. The case was reopened, 1/23/15. I've been waiting since then, to find out, what's going on with the dispute. According to their own information and the many phone calls I've had. The processing time is between 45 to 90 days to settle a dispute. The 90 days, is for those disputes, outside the US. Well. In the meantime. Direct Express, issued, a temporary provisional credit on my account. I've never heard of a provisional credit and then, they turn around, and take the money off my card, leaving my account, negative almost $500. They're saying. I never asked for a provisional credit and was waiting for the dispute to settle. Now, they give me the money and then, take it back. I don't feel, this a right nor is it fair that they're putting the cardholders, in a bad spot because now. All my other bills, are going to be, in the negative because they're going to take $500 off, my cardDesired Settlement: US

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. I have escalated his complaint to management at Direct Express to review. I received an update from Direct Express management, which is outlined below:11/22/14: Dispute SR#1-[redacted] was opened for multiple alleged unauthorized transactions totaling $1,067.60 that occurred in October and November 2014 on the card ending in 9177. No dispute paperwork was received. 01/06/15: Claim was closed, since no dispute paperwork was received; a letter notifying Mr. [redacted] that additional information is needed was sent. 01/08/15: Dispute paperwork was received. Claim was re-opened. 02/23/15: A chargeback was processed and provisional credit was applied to Mr. [redacted]'s card account in the amount of $1067.60. Letter sent to Mr. [redacted]. 03/23/15: Merchant represented on several of the transactions that were charged back on 02/23/15 totaling $481.39. 03/26/15: Since insufficient documentation was presented by the merchant, a reversal final credit in the amount of $481.39 was processed. In summary, Mr. [redacted] has been reimbursed for the full amount of his dispute of $1,067.60. Please encourage Mr. [redacted] to contact me directly if he has any questions or requires clarification.Sincerely,[redacted]Comerica Incorporated313[redacted]

Review: When I first began receiving my benefits I created a on line account so that I could see what bills Ive paid and my balance.. Everything was fine until April 2013. After April I could not access my on line account. This has been going on for 6 months. I call customer service and I am told they cant help me that I have to submit a "ticket" and someone will call me back...Well I live in a rural area, my cell phone is with [redacted] and unfortunately the only service available for this area. The [redacted] service is awful, half the time my phone does not ring and often I wont even get my messages until I am in another tower area. So each time I have submitted a ticket I have not received the "phone call" due to the aforementioned problem. Direct Express leaves the following message " you submitted a ticket .... we attempted to contact you and we will not attempt to call you again...if you need further assistance submit another ticket " This has been going on for six months. The last time I submitted a ticket I didn't even receive a return call no message left, nothing. I have called and asked that they just fix the issue on their end I gave my log in information to customer service and have explained repeatedly that my phone service is a problem and not a option for "fixing" this problem. I have asked for a phone number THAT I CAN CALL or email address and I have been told there is NONE. When you go to the web site, it appears to be functional,there are no messages that imply that there is a problem but when you try to log in you get a message " this site is experiencing problem if it continues contact customer service.. Their customer service is awful they don't seem to care about the people they serve, they will not work with you. I will be contacting my local SS office and issuing a complaint with them as well maybe when they lose this government account because of their service they will change customer service policies.Desired Settlement: I want my on line account fixed. I want Direct Express to give the customer other options for communicating with them. The customer service they offer is questionable at best, they don't seem to care. they need to become more customer friendly and realize that all customer problems CAN NOT ALWAYS be "taken care of" on their terms sometimes it requires a little more effort and the DESIRE to have good customer relationships

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted]'s concern is about online access to her Direct Express card. Direct Express IT support has been in contact with Ms. [redacted] and resolved her issues. It is my understanding that she is hasw able to access her account since October **, 2013.

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

Sincerely,

Review: Direct express claims to have returned a deposit from July 2014 to social security, but social security has not received the payment from direct express. I was giving a statement saying there was a' debit adjustment' but does not state where the money went and when I told them social security hasn't received the payment and since the statement does not say where the money went it can not be used to prove the money was returned. Direct express then told me that the statement was all they were obligated to send me, that our conversation was going no where and hung up. I have since had to pay the 1435$. . I have been in debt since.Desired Settlement: I would like my money back

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. I escalated Ms. [redacted]'s complaint to management to review and have been informed that her complaint has been resolved. Below is a summary of the timeline.A review of Ms. [redacted]’s account shows that she is a representative payee for three benefit recipients, one of them is [redacted]. 07/01/14: Direct Express received a DNE (death notice entry) for [redacted] and a debit adjustment was processed for the 07/03/2014 benefit payment in the amountof $1435.00 for the return of the funds to the U.S. Treasury. On 3/5/14: As a result of this inquiry, the case was researched by Comerica’s ACH Department and it was determined the benefit payment for [redacted] had not been returned to the U.S. Treasury due to a clerical error.On 3/6/14 Comerica ACH returned the 07/03/2014 benefit payment in the amount of $1,435.00 for [redacted] to the U.S. Treasury on line via ACH. The Treasury should receive the funds within two days. Ms. [redacted] should contact the paying agency for further assistance in recovering the benefit.Please encourage Ms. [redacted] to contact me directly if she has any questions.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Due to Direct Expresses error, I now have this bill listed on my credit report. This credit inquiry needs to be removed and I'd like to know what they plan on doing about it...Also, Social security offers for you to apply and keep the payment if it would cause hardship. That money was needed to finish paying his portion of bills. As his representative, I am now responsible for these bills. couldn't apply to keep it because it couldn't be located due to direct expressed error.

Regards,

Business

Response:

Revdex.com,In response to Ms.[redacted]'s request for removal of information on her credit bureau - that she states is a result of the delay in processing the social security return, I would like to get a better understanding of what she is referring to.Please request that Ms. [redacted] detail what is on her credit bureau and additionally, I would be happy to speak with her directly about her issues / concerns. I can be reached at 313[redacted]Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: I receive my SSI direct deposit through this company and I have informed them that some money was missing from my account. They in turn stated they would do an investigation and put my money back in my account. They did put the money back on my card and a week later put my account in the negative and took my remaining of my SSI check without calling or sending me a letter stating they were going to do so. I called them after find out my account was in the negative while I was at the store making a purchase and the hung up on me and the next day after getting in contact with them they stated they could not do anything about it the decision was already made by the investigation united and they nor I could not contact them. I would need to talk to the atm owners. I just started receiving large sums of money through this company(debit Card) that the Department Disability uses because I need to open up me a bank account. Please help me or at least put other new clients on notice of their behavior. My case was filed on the 27th of January.Desired Settlement: twenty five plus any extra money that SSI seen to the account before I can stop them.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute she filed on her Direct Express card. I have escalated her complaint to management at Direct Express to review and reach out to Ms. [redacted].Please encourage Ms. [redacted] to contact me directly if she has any questions.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: On January 3rd, 2013, I noticed someone had charged an large amount on my card. I called to stop it but they claim they couldn't stop it. Then they told me I had to wait 5 days before I filed which I didn't understand. After 5 days, I called back and filed. They told me I had to fill out the forms they were sending me along with a police report. A representative told that I could fax it along with the police report but then another person said that I couldn't. So it took five days for them to receive them. When I called to check and see if they received it they said I couldn't talk to anybody in the fraud department because they don't talk to customer on the phone only through the mail. I asked them can they verified that they received the forms and police report. They told they could not verified. They told me to write a letter to verified they received it which made know sense. After a couple of week went by again, I called to verified again but they told me that I they could not verified and then they said write the letter. After another couple weeks, I was determined to get some answers. This timed they told me I would be getting a letter in the mail that would letter me know about the case. After a week, the letter came and it stated that they were closing my case because I did not provide enough information. I wrote them back saying what other information did you needed other then the forms I filled out along with the police report. Then I requested a fair hearing and asked what else they needed. After a month of waiting, they finally sent me a letter stating that "Based upon our review of the information you provided as well as our internal records and your card history, we cannot confirm that fraud occurred. Our investigation indicates that you entered into an agreement with the merchant, and the transaction was processed in accordance with that agreement." The merchant they are talking about [redacted] store in [redacted], GA. I do not know anyone in [redacted] GA. Nor would I spent $727.10 on the first day my money is loaded on the card. My card history will show I have never spent have of my money on the first day. I am still playing catch up with my bills because of this. Also, I tried to talked to [redacted]'s but they told me there was nothing they could do and to let the bank handle it. But the last thing that the letter I got today said call the merchant and try to resolve it.Desired Settlement: I would like to have the money credited back to my account and I would like to told to a live person

Business

Response:

Revdex.com,

I have been advised by Direct Express that Ms. [redacted] opened a dispute in the amount of $727.70 on January 7, 2013. On January 5, 2013, Ms. [redacted] indicated that she did not authorize the transaction. On February 21, 2013, Direct Express closed and denied this claim as additional information was needed. Further the dispute paperwork was not received.

On March 8, 2013, Ms. [redacted] requested a Fair Hearing. On March 11, 2013, her claim was reopened. On April 8, 2013, her claim was closed and denied again. Ms. [redacted] was referred to the merchant. Lastly, Ms. [redacted] stated in her paperwork to Direct express that her card was in her possession, and that her PIN number was memorized. Based upon the investigation facilitated by Direct Express they determined that no fraud had occurred and they have referred Ms. [redacted] to the merchant to resolve this matter.

Thank you.

Comerica Incorporated

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: they stated that I did not send in the required paperwork but I did. I sent in the claim forms along with the police report. When I called to check and see if they received it. They told me I could not talk to anyone in the fraud department because they don't talk to customers. Then I asked if they could tell me if they got it and they said they don't know. They told me to write a letter to verified they received it. Which I thought was crazy. I called again a week later and got the same response. So this time I sent the letter requesting a fair hearing and also asked what additional info did they need. They received that letter but not the claim forms and police report. Which I thought was strange. You can verify my statement above by asking them to listen to the recording of my conversation because I asked to speak to a supervisor twice and they stated that my conversation was being recorded. I never once talked to anyone in the fraud department about this matter. Everything else they stated in the email they did.

Regards,

Review: I get ssi and they gave me a prepaid card called directexpressI went to the atm at a super America gas station wells fargo atm did not dispense the 460 cash I requested. the manger of super America saw the whole thing happen. the machine froze up and then went out of service I even have the video to prove the machine rip me off I got the video from the manger and he also wrote a note saying he every thing. direct express will not get the funds to me I needed to pay my rent and they said it can take 45 to 90 days for this to be resolve. by that time I will be evicted I don't know why they cant just watch the video and see what happen to me I have 3 kids and we live in Minnesota and its too cold to be getting put out over something that's not my fault can anyone please help me?Desired Settlement: I would like them to view the video so that they can see that I did not receive any money from the machine and put the money back on the card that should not have been taken in the first place

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to investigate. Mr. [redacted] will be notified by Direct Express when the investigation is completed.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: ON OCTOBER 31,2014 I HAD A DEPOSIT OF 2 SOCIAL SECURITY CHECKS PUT INTO MY ACCOUNT. THE AMOUTN WERE $ 638.00 AND $114.00. ON THAT DAY I HAD PAID A BILL ONLINE TO [redacted]'S IN THE AMOUNT OF 172.00. AFTER I HAD MADE A PAYMENT ONLINE I WAS ON MY WAY TO GP AND GET MY PAYMENT FOR RENT. I HAD LOST MY ATM CARD WITH MY PIN NUMBER WRITTEN ON THE CARD. I NOTOCED THIS WHE I HAD GO UP TO THE ATM MACHINE. I HAD CALLED US DIRECT EXPRESS ON NOVEMBER 3, 2014. I HAD FILED A COMLAINT WITHTHEM ABOUT THE TRANSACTION THAT WAS MADE FOR $300.00 ON THAT DAY OF 10/31/2014. THEY HAD REPLACED MY CARD AND FILED AND SENT ME FORMS PERTAINING TO MY CLAIM. I HAVE BEEN STAYING IN TOUCH WITH US DIRECT EXPRESS WITH THE STATUS OF EVERYTHING GOING ON WITH MY CASE. EVERYTIME I CALLED I WOULD GET CUSTOMER SERVICE IN THAT DEPARTMENT BY THE NAMES OF , [redacted] , [redacted], AND ALL I GET WITH THEM WERE ATTITUDES AND HANGUPS. CALLED US DIRECT EXPRESSS ON 12/20/2014, TALKED TO THE FRAUD DEPARTMENT AND WAS TOLD BY [redacted] AND [redacted] THAT THEY DECLIND MY CLAIM SAYING THAT BASICALLIY I GAVE MY CARD AND PIN NUMBER TO SOMEONE TO DO THIS TO MY ACCOUNT. THE MONEY THEY TOOK MY ACCOUNT WAS MY RENT MONEY. ALL I WAS TOLD THAT I COULD WRITE AND NOT TALK TO ANYONE IN THAT DEPARTMENT ABOUT THIS SITUATION. THE DISPUTE WAS MADE ON 12/18/2014, THE DAY RIGHT BEFORE THE 19TH OF DECEMBER WHEN THE DECISION WAS SUPPOSED TO BE MADE. THEY ALSO SAID NO MORE TRANSACTION WERE NOT MADE AFTER THAT. THE CARD WAS CANCELLED. I HAVE CHILDREN AND RESPONSIBILITIES LIKE PAY RENT AND UTILITIES. I WOULD NOT DO NOTHING LIKE THIS. SINCE THIS SITUATION I HAVE BEEN DEPRESSED AND NOT ABLE TO SURVIVE. I WOULD LIKE TO MENTION THAT I HAD RECEIVED THEIR PAPERWORK LIKE 10 DAYS AFTER PUTTING MY CLAIM.Desired Settlement: I WOULD LIKE TO SEEE A REFUND OF MY MONEY( $300.00). I WOULD ALSO LIKE NOT TO BE CALLED A LIAR ABOUT WHAT HAPPENED TO MY ACCOUNT. I WOULD LIKE TO SEE ME GET MY REFUND AND LEAVE THIS COMPANY. I WOULD LIKE TO SEE MORE CUSTOMER SERVICE WHEN IT COMES TO CLIENTS. UI WOULD Revdex.com TO HELP ME IN UNDERSTAND THAT THIS COMPANY CAN NOT DO THIS PEOPLE AND GET AWAY WITH IT. US DIRECT EXPRESS HAS TAKEN AWAY FROM ME AND I WOULD LIKE TO GET IT BACK. I WILL DO EVERYTHING THAT I HAVE TO GET IT.

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 haveescalated her complaint to management at Direct Express to review. Ms. [redacted] will be contacted by Direct Express once the investigation process has beencompleted.Please encourage Ms. [redacted] to contact me if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: I get my ss money thur direct express debit card on 4-3-15 @ 1am I went to atm my card was declined,@ 7am I called bank,was told on 5-20-15 someone in miami fl, request change address and a new card in my name ,it was sent out,on 4-3-15 in 3 transactions my acct, was wiped out,I want this company to give me my money back,,, I have filed police report wth [redacted] city police,[redacted] report # **-[redacted],went to ss office had them change to another bank so on 5-3-15 my money will go into new act,, the direct express card was, closed,I filed on line police report wth miami police dept, also,also filed fraud wth federal trade commession , ref # [redacted], and credit agency.and filed wth idenity theft resource center,,please help if you can,,,,Desired Settlement: they should refund all my money,I have proven to them I didnt make this request,,and have lived at my same address over 20 yrs,,

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. Below is a summary of the investigation:03/20/15: Ms. [redacted] contacted the Direct Express Call Center and advised card was lost; card was closed and a replacement card was expedited to her. Address on file was also updated to a Miami, Florida address. Note that the caller identified herself as Ms. [redacted] and had personal information used to confirm her.04/03/15: A SSA benefit payment was received and card account was later depleted of funds on the card. 04/03/15: Dispute SR#[redacted] was opened for two alleged unauthorized ATM transactions and one POS transaction totaling $836.00 that occurred on 04/03/2015. Ms. [redacted] lives in Tennessee and did not request a card be sent to Florida. The card was closed and a fraud alert was placed on the account. 04/14/15: Direct Express received the dispute paperwork.04/17/15: Claim was approved; a credit in the amount of $836.85 was issued to Ms. [redacted]' Direct Express card. Additionally, a letter was sent to Ms. [redacted] informing her of the credit to her card.In summary, Ms. [redacted]' dispute has been resolved and her card was credited.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 February 03, 2015, I did an IVR Money Transfer $500.00 from my Direct Express account to My Brothers Walgreens Balance Financial account. He never received the money. I filed a claim on, 02/14/15 Tracking ID [redacted]. They claim the money went through and closed the complaint. My brother never received the money.

I want the money put back into my Direct Express account!

Thank you,

[redacted]Desired Settlement: Put the money back into my Direct Express account.

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 review. Once the investigation is complete, Mr. [redacted] will be notified by Direct Express of the outcome.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: My CC information was stolen and US direct express concluded that I cannot get my money back which is over $8k. I have an affidavid and a police report and they are still saying I cannot get my money back. UDE was communicating with the person who stole my account information and they talked to them even after they were on high alert of fraudulent activity on my account. UDE is unwilling to cooperate to resolve my claim since 1/31/14 this is the 3rd time that this happens. I went to the Social security building to complain and try and get my money back and was informed there that UDE had inside fraudulent activity in their corporate offices. I have filed a police report and have an affidavit regarding this isssue. I want my money back if not I will find a way to get it back even if it means getting a lawyer.

I never gave anyone permission to use my account information therefore I shouldn't be held accountable for the mistakes made during their investigation.

UDE has failed to correct their mistakes of refunding my account for all the fradulent activity that has occured since 10/13 and is still hapenning today 4/10/14.Desired Settlement: please refund all fraudulent charges that happen in my account I would prefer a check for the full amount.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted]'s concern involves a dispute she filed on her direct express card.

On 1/31/14 - Ms. [redacted] opened a dispute for multiple unauthorized transactions totaling $7,697.36 that occurred from 1/28/2014 through 1/30/2014.

On 03/14/14 - Direct Express received the Dispute paperwork.

On 03/17/14 - Claim was denied due to conflicting information. A letter notifying the Ms. [redacted] was sent to her.

On 03/24/14 -A fair hearing review was opened.

On 04/01/14 - Claim was denied due to conflicting information. A letter was sent to Ms. [redacted].

Ms. [redacted] states in dispute paperwork that her Direct Express transaction was declined which prompted her to call Direct Express. She was advised her card was being replaced and she would receive a new card in 10 bus days. Ms. [redacted] claims she never received the new card ending and that she has not given her personal information to anyone.

The Direct Express investigator shows new card was registered via telephone number [redacted]. The Investigator called the number and a man named [redacted] answered; he stated he is Ms. [redacted]'s cousin and that the number Direct Express called is Ms. [redacted]'s cell phone and that he borrowed it for the day. He advised the investigator that they could reach Ms. [redacted] at her home and provided the home telephone number.

The Investigator reached Ms. [redacted] at the home telephone number provided by [redacted]. Ms. [redacted] stated the [redacted] phone number is an old cell phone and its no longer in service and she doesn't know to whom the [redacted] number belongs. Ms. [redacted] added she doesn't know a [redacted], even though he gave the investigator her home telephone number.

The person who activated the card, if not Ms. [redacted] has her personal information. Ms. [redacted] stated she doesn't know [redacted] but he borrowed her cell for the day. The Direct Express investigator was able to search Public Records and states there are ties between [redacted] and Ms. [redacted].

In summary, Direct Express has denied Ms. [redacted]'s claim. Direct Express can not confirm that there was an error or that fraud occurred. Additionally, the investigator found a conflict in the information provided by Ms. [redacted]. The claim remains denied.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dear Direct Express Representative,

Thank you for replaying and communicating with me. I am Ms. [redacted], I am the only account holder

and I have one cellphone number, for security reasons I will withhold that

complete number [redacted]-. I would like you to please refund my account for

all fraudulent activity that has affected my account with Direct Express due to

identity theft.

I would like to point out the following:

I am a victim of Identity Theft

Police Report: [redacted] will verify.

FTC Reference # [redacted] will confirm.

FTC Affidavit:

confirms the same mailed in in registered mail.

Direct Express Owes me $7,708.16 in fraudulent transactions.

Not mention damages and costs incurred by this crime.

I only contact Direct Express via my own cell or in writing

through the United States Post Office @ [redacted] San Antonio TX. 78224-5998,

and now here through the Revdex.com.

My mail keeps being stolen at my previous address on file: [redacted] Richmond CA 94801 This is also in the police report and

there are other police reports regarding the same matter because it’s not just

my mail and this has been going on for a while. The police know about the

situation as I live in a high crime rate city. The Postal Inspectors are also

informed and still the mail keeps being delivered and stolen on opportunity as

we are mostly out of the house working or at school. Ive had to get a P.O. BOX.

I called [redacted] in January (+/- 1/20/14) because I

got declined at the grocery store and at my storage unit and since I had

previously gone through this same situation (+/-10/13/13) with Direct Express I

immediately called in and told the rep that I thought that I was being hacked

and that I should have over $7k in my account. She confirmed that my account

was safe and that the reason my card would not be working was because Direct

Express was switching out customer cards due to the Target Corp Breach in

Security. I told the rep that I was not aware of that and that I didn’t

appreciate not being informed about this situation. She explained to me that

Direct Express had sent out letters regarding this matter. I have looked

everywhere for this communication and to this date I have not received it. During

this call I explained to the rep that my mail was being stolen and that I

believed that the letter containing this information was stolen if in fact it

had been sent since I haven’t received it. The rep told me that I would receive

my replacement card in 7-10 business days.

I called in again D.E. on 1/31/14 because I hadn’t received

the replacement card in the mail. The rep on the line told me that my balance

was +/-$7 and that my card was activated on 1/28/14?!?!?!? I told her NO that

was impossible since I didn’t receive my card and that’s why I was calling in.

The rep helped me open a fraud claim. She also advised me that I should make

the police report and I told her I would since this was now the second time my

account has been hacked. During this conversation I told the rep that I had to

see a statement I requested statement from 10/13 to present. She said she would

send those along with a questionnaire that I needed to return.

During this same call I told the rep that the transactions

from 1/28-31/14 are all fraudulent. I told her that I didn’t know one

transaction prior to this date however if it was little League than that is my

transaction I was very confused and

overwhelmed that this money has gone missing so I couldn’t remember that. The

agent said it would be fine she said she would help as best she could but since

its fraud it would be resolved.

I got that questionnaire in February +/-6th,

filled it out and sent it off.

Two weeks later nothing.

I got worried and I called in to see what was going on.

Still nothing.

About the third attempt a rep told me that they hadn’t

received my questionnaire and that in order to get a new one sent to me I had

to write a request.

I did this on 3/10/14 I sent this letter .

A week or so later I got the questionnaire and mailed it

back in again.

I missed a call from D.E. on 3/17/14 because I was in fact

in the bathroom. I tried my best to make that call but I missed it. When I

called the agent back if in fact it was you, I told you that I had just missed

a call and I was returning the call. The agent said “oh yeah you were in the

bathroom right? I just called you and left a message with [redacted] your cousin he

told me you went to the bathroom so you had to call me back!” to which I was

shocked and surprised and told her no I returned your call because I was in the

bathroom when you called I missed your call.

I immediately told her no I didn’t receive a message from anyone I was

just returning the call because I missed a call. I told the agent that am a

victim of identity theft and that she shouldn’t be talking to anybody other

than me at my number and that she had compromised my account by speaking to

“[redacted]”. I told her that I was at home

in my pj’s and that these people kept trying to access my account and that they

had already stole my account and that she shouldn’t be talking to anyone other

than me. The agent on the line proceeds to say that she called [redacted] number

because it was the number on file. She also said that she had called two

numbers and that she talked to “[redacted]” at [redacted] and the other number [redacted]- just rang and didn’t

have a vm set up yet. I again explained to the rep that I was dealing with

identity theft and that I was unaware of “[redacted]’s” existence nor was I aware

that they had another number that was not mine on file. I told her that there

was absolutely no reason to be talking to anyone that is not me not even to

leave a message. I told her that I was angry that these criminals had gotten

that far into my account to change my personal information. I explained that I

was in the bathroom but I was at my house alone and that I did not use anyone

else’s cellphone to call her back. The agent said ok I understand I called

[redacted] only because it was the previous number on file and that she was

sorry I was going through this. She proceeds to explain that she was missing

the police report and needed that in order to get my money back. I told her ok

and she gave me her fax [redacted] number to send the police report and a

direct line telephone number that no one answers when I call now. I called this

agent back on my cell phone number that is the only number I have on file with

DE and is the only number they should be communicating with. I went to the

police station picked up the police report and sent to her on 3/17/14 @ 9:47

AM.

I want to make absolutely clear that I did not participate

in the scenario that the D.E. Representative is describing happened and why

they choose to deny my claim.

I have been trying to speak to someone with D.E and have

gotten no help or resolution.

I have sent certified mail ([redacted]) to you

stating the same thing over and over again.

I do not know what else to do to prove to you that I did not

authorize these transactions especially form 1/28-31/14 I have nothing to do

with it except that am the victim and they stole my money and D.E. is aiding

them in this crime by not returning my money where it should have always been,

in my account.

I have called the fraudulent transaction vendors and

explained to them and they all agree I need to contact D.E. to resolve this

issue.

Please resolve this and allow me access to my money.

Whatever public record exist regarding me and my involvement

with “[redacted]” are not me because I do not have a relative named [redacted] the only

[redacted] I know is a female and she is my cousin and her name is [redacted] and we call her [redacted] for

short but she is not involved in this in an manner. She is not a MAN.

I did not participate in this scenario involving “[redacted]” in

any shape, form or manner. This is complete fraud.

I am willing to take it as far as I have to in order to get

my money back.

I am willing to persecute any one found guilty of this

crime.

I will work with police and provide this information in order to help the investigation

I have called this number to try and figure out if I know

them [redacted]. This number is no longer in service.

I do not know who [redacted] is and I have no relationship with

this man that Direct Express Gave my information to.

I have sent certified mail [redacted] that

explains the same thing that I have written here.

I sent you my ID.

I might have forgotten to sign my 3page letter, But I signed

the affidavit and I filled it out in front of a cop and his handwriting and

contact information is on the affidavit. I signed several notes in this packet.

I sent all the communications that I have regarding this

matter.

I have talked to many of your representatives and none have

the ability to resolve me or answer my questions as to what I do next since

your company is Denying me. No one tell me anything.

I have only talked to 1 agent regarding the matter that can

help me and she didn’t help me this is YOU.

I have been to the Social Security Administration since this

is my SSA benefits (+/-4/11/14) and they

are aware of the situation and they told me they had many of the same complains

regarding D.E. and that in fact they had received a MEMO saying DE had to fire

corrupt employees. My problems with DE

started October 13, 2013. You guys resolved me within a month that amount was

$391.71. Now that am missing $7,708.16

you don’t want to resolve me. I find this disturbing.

It’s been over 2 months and I have yet to get my money back.

There is a transaction that I’m not sure if I made. If it’s

for Little League I made it is for $70.00 this is on my statement on 1/15/14. This is the one that I was confused about

when I called in on the 31st of January to question the where about

of my replacement card. This confused me as when the fraud began and that’s why

I requested the statements and the agent knew that I wasn’t sure of the exact

amount but diffidently anything made on 1/28-30/14 is fraud.

All transactions made on January 28th, 29th,30th,and

31st, 2014 are fraudulent.

The scenario this Rep refers to never happened as it is

written here.

I got a Boost Mobile Welcome Letter and I thought that this

was the same number you were referring to how ever it is not it is a different

number that they opened fraudulently on my account on 1/29/14. I also forwarded

this communication to you in the registered packet. Clearly my name is spelled

wrong and so is my mailing address. Like I said I thought that was the same

number that DE rep spoke to “[redacted]” at. However it is not I called both numbers

the boost mobile [redacted] this is a VM box every time I call no one

answers and [redacted] is no longer

in service.

I am not affiliated with identity theft criminals in any way

shape or form.

I don’t have a male cousin names “[redacted]”.

I did not let anyone borrow my cellphone for the day.

I did not use anyone else’s phone to contact Direct Express.

I dint not provide my information to anyone.

I did not give permission to anyone to use my account.

I would like a refund of all fraudulent activity that affected

my account with Direct Express due to identity theft.

Regards,

Ms. [redacted]

Regards,

Business

Response:

Revdex.com,

I have forwarded Ms. [redacted]'s statement to a Direct Express manager for investigation and response. I will provide an update once I hear back.

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

Sincerely,

Business

Response:

Revdex.com,

The Direct Express Fraud Manager has contacted law enforcement regarding the CH's statement of ID theft and has confirmed that there is a report filed with the Richmond Police Department (case [redacted]).

The investigator spoke with Detective [redacted] in property crimes because Detective [redacted], the detective assigned to the case, is out until 5/5/2014.

On 04/30/14 Direct Express sent Ms. [redacted] an email along with a letter urging her to contact them in the event she still requires assistance.

On 05/01/14 Ms. [redacted] contacted Direct Express. She was advised that a message was left for the detective assigned to her case. Direct Express will follow up with her and provide any updates as they relate to her case. Ms. [redacted] stated she understood and that she would contact them in the event she requires additional assistance.

Additionally, Ms. [redacted] has my telephone number and is free to contact me if she needs assistance in reaching Direct Express management.

Sincerly,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will keep in contact with Direct Express and Richmond PD Regarding my identity theft. I expect positive results in recovering my funds.

Regards,

Review: My daughter receives monthly Supplemental social security for having a disability, which I had put on a debit card through direct express debit cards. I did this through the department of social security. I wasn't sure when this would take affect but I never received a paper check or a debit card. I was told that I would get one in the mail. So when I got neither I looked on the social security web site and saw that they use direct express for their debit cards. So I went to their website and put in my information and found that I (my daughter) was approved on 8/7/14. I called a number listed on the website and was told to call a different number and press 4 and ask for a level 2 [redacted] and the card could be overnighted to me with the fee waived since it was no fault of mine that the original card was never received. I spoke to someone at that number ###-###-#### and was told that they got the card back as being a bad address. I asked the address and it was the correct one. So I told him did they have proof of sending it as Ive gotten a lot of mail here with no problems. I was given a level 1 [redacted] who identified himself as [redacted] employee ID [redacted] and told me that I could not speak to a level 2 [redacted]. He said he could give me one but he wasn't going to by his choice. He was very rude. So I called again and talked to another level 1 [redacted] who also was rude and cancelled my card and hung up on me without sending me a new card. I then called back and talked to a third level 1 [redacted] who identified herself as [redacted] and said she was in west coast california but no id number. She told me that I could get a card free in 7-10 buisness days or pay the fee for 2 day ups. I asked again to speak to a level 2 [redacted] and she informed me that they only handle disputes and told me she was making a note not to connect me to a level 2 on my account. All three employees were very rude. I was accused of giving them the wrong address in the first place asked why I didnt call sooner and many other blaming comments. Finally I was forced to agree to the fee otherwise I would have no access to my money. Terrible to charge a person with a disability for a fee that shouldnt of happend in the first place.Desired Settlement: I want the 13.00 something fee refunded to my daughter.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] is concerned about the service she received at Direct Express and the fee she was charged for an expedited card delivery.

I escalated [redacted]'s complaint to management at Direct Express. The service issues that [redacted] brought to our attention are being addressed. Additionally, as a courtesy, the $13.50 fee she was assessed was credited to her card on September 10, 2014.

I believe [redacted]'s concerns have been addressed. Please encourage [redacted] to contact me directly if she has further questions or concerns. I would be happy to assist her.

Sincerely,

Comerica Incorporated

Review: Four Fraudulant transaction took place at a ATM in [redacted] and I live in [redacted] in the amounts of $103.00, $103.00, $131.39 and $171.61 all on the same day at a [redacted] Bank ATM on August **, 2013. After filling out all their paper work and sending it in know one will speak to me all I get is that they are still investigating the transactionsDesired Settlement: I am a senior and live on a fixed income I need my $509.00 back

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. His concern involves a dispute on his Direct Express Card for $509.00 in unauthorized transactions.

Direct Express management has reviewed his dispute and denied his claim for conflicting information. The disputed transactions were ATM transactions that required his PIN to be used. There were no invalid PIN tries prior to the disputed transactions. Additionally, a balance inquiry was done by Mr. [redacted]'s telephone number prior to the withdrawals.

I would be happy to speak with Mr. [redacted] regarding this matter.

Sincerely,

Consumer

Response:

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

Regards,

Review: The company on May 10,2014 did not secure my account and they negligently allowed another person to change my account information and get a new card even though this person did not know the current information on file. When I called in they changed back but my funds have been frozen. I have faxed over info requested 3 times but they keep telling me they have not received even though its been a week. They are rude on phone calls and say there is no other way to get id verification to them. Sothey have a hold on the money I need to pay my bills and will not issue me a new card. They also charged my acct to get the ffraudulent card mailed and they have not yet processed a credit to my acct for that 12.50. So I want that money refunded, a new card issued and for them to write a letter of apology for this big inconvenience.Desired Settlement: Refund of new card fee to fraud address, new card sent overnight at no charge, letter of apology, for them to pay for the late fees I have incurred on my rent which is 100, late fee on storage which is 30, ret ch fee for apts 35, ret check fee of 30 from bank. Totaling 195 in fees plus my deposit of 712 from social security office that they have freeze on

Consumer

Response:

The company has sent my card and gave credit for fraudulent card. However there is still the matter of all the late fees and bounced check fees that I am responsible for because of this mishap that I would like them to reimburse me for.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Tiffane Foster. Ms. [redacted] is concerned with the fees she was charged due to her Direct Express card being reissued.

A new card was expedited to Ms. [redacted] on 5/21/14. The fee was waived and her card was reimbursed $13.50 for an expedited fee on 5/19/14.

Additionally, Ms. [redacted] requested that an alert be placed on her card requiring two forms of identification be faxed to Direct Express prior to any changes being made on her card. Direct Express placed the alert.

Ms. Foster's request for reimbursement of late fees and returned check fees have been escalated to Management at Direct Express for review. Ms. [redacted] will be notified by Direct Express of the outcome.

Sincerely,

Vice President

Comerica Incorporated

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My grandmother has an account with Direct Express and has funds in her account which they won't release to her. She is 91 years old and does not know where her card is nor does she know her account#. I am her granddaughter/Payee and I have tried numerous times to try and get these funds issued back to her which is approximately, $3600. The companion wouldn't even talk to me and bc my grandmother is nearly deaf, they could;'t understand her or have the patience to hear her out via phone call. This has been going on a year now and she is entitled to her money as it is needed to pay for her assisted living facility. I am beyond frustrated with direct express in how they handle the elderly's and the disability that my grandmother has.