U S Direct Express

Review: Unauthorized monies were taken from my direct deposit ssi monthly income totaling $320.00 . I reported to the bank direct express and I filled a complaint and the are not following up on it. I sent them a letter stating the amount I sent the letter overnight express And the post office said the received on the 25th. Of August , the letter . however the direct express is saying they haven't received the letter yet. Post office it was certified delivered.Desired Settlement: I want my $314.00 back that was taken from my account. I didn't authorized this with-drawl .

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concern involves a dispute he filed on his Direct Express Card for $314.85.

I escalated [redacted]'s complaint to management at Direct Express for review and to reach out to [redacted]. On September 8, 2014, Direct Express management spoke with [redacted] and his card was credit $314.85.

Please encourage [redacted] to contact me directly if he has any questions or further concerns. I would be happy to speak with him.

Sincerely,

Comerica Incorporated

Review: Direct Express was notified of their customer [redacted] was deceased as of 6/28/2014. They forwarded paper work to myself to be filled out and returned to them and requested a death certificate, small estate affidavit and or a notice of estate executrix. The requested documents and forms were received by myself, then completed and returned via mail to Direct Express on 07/22/14. I contacted to direct express several times in the 9 weeks since I sent the required paper work for the release of my mothers funds. After countless efforts of customer service reps to access the information, which as granted by the blair county court of common pleas, is now my information to access/ govern, They refuse to grant me access to the account. Finally today I was given a supervisor by the name of [redacted] ID# [redacted] who informed me of several things, 1. That the department that could verify if the information was received was account services.2 He was not interested in contacting them regarding this matter. 3 That he would not transfer me to speak with some one in the department 4. He would not give me the contact information need to reach the department, and finally, he was the highest supervisor with the company so there would be no one else that could assist. he then said for me to have a nice day and disconnected the line.Desired Settlement: I would like Direct Express to follow their protocol and Grant request as Executor of Estate For [redacted], as ordered by the Blair County Court of common Pleas, to obtain access to and exercise authority of the the account(s).

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about the Direct Express card for mother, [redacted]. I have escalated Ms. [redacted]'s complaint to management at Direct Express to review the matter and contact her about timeline for disbursing her mother's funds.

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

Sincerely,

Review: On September 11, $was taken from my account by a company called Why not lease itI never authorized this company to take money from my accountThe email I received from them stated the money would come from another accountI immediately called Direct Express to ask why was it authorized if there was no prior authorization from meI have called several times and each time someone has told me something differentYour first associate told me I had to wait until I got a dispute letter from Direct Express, and when I got that letter I needed to fill it out and send it in with the dispute number on itAfter several days of waiting I did not receive the dispute letter, so I called back and was told if I had not received that letter, I could write my own dispute letter and was given an address to send it inI was also told on this call that a provisional credit could be given if the letter was in by the 26th of the month.By this time it is already the twenty second of the monthThe letter came the next dayI filled it out, took it to the post office and sent it priority mail so it would get there by the 26th of the month.I called on the morning of the 26th at which time I spoke to a gentleman that was very rude and tried to rush me off the phonehe said his name was [redacted]He told me that I should not have sent it priority, that you all only take general mailThen he went on to say he could not issue the provisional credit because they did not have the letter and did not see itI tracked the letter and it was received at 9:am on the 26thI told him that I did not think it was fair and I asked to speak to a supervisorHe said you can speak to one but he is going to tell you the same thingThe guy was just rudeHe put someone on the phone that sounded just like himHis name was [redacted] and he said I was speaking to the highest level supervisorHe was just as rude and told me I must be deaf and needed to turn the volume up on my phone if I thought he was yelling at meHe went on to say that he could not guarantee the provisional credit even if I got the letter in before the 26thHe was so rude I told him where to go and hung up the phoneI know for a fact that he put negative comments on my accounts just from talking to other associates after thenThis card is used by Social Security Disability to deposit my monthly disability paymentsDirect Express does a lot of social security accounts and I know Social Security cannot be aware of how their clients are being treatedI do plan on submitting a claim to Social Security about how our accounts are treatedI feel these accounts are supposed to be securedNo one should be able to go into our accounts without authorization.Your company should take some responsibility for this happening alsoAlso I feel this company is doing some unscrupulous things by not telling clients that they have the option of sending in their own dispute letter, instead of waiting on you to send one outMy letter was not even sent out until I called the second time to complainI think also what is happening is you are letting your rude associates make a decision on who they will and won't let get provisional credits.You should have a set policy in placeI did everything you asked of me and you still did not support me.Desired Settlement: Deposit my funds back into my account Why Not Lease It took illegallyStop lying to people and tell people up front what is needed to get their provisional credits
Business
Response:
Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted] is concerned about a dispute she filed with Direct Express for an unauthorized transactionI have escalated her complaint to management at Direct Express to review and respond with the results of the investigationMs[redacted] will be contacted by Direct Express
Please encourage Ms[redacted] to contact me if she has any questions
Sincerely,
Vice President
Comerica Incorporated
Consumer
Response:
Review: [redacted]
I am rejecting this response because:This lady who claims to be the vice president will not respond to my calls or efforts to reach out to the company.I don't think she is interesting in hearing me out or helping.I will just take my complaint to Social Security[redacted]
Regards,
Business
Response:
Revdex.com,
I have been informed by management at Direct Express that Ms[redacted] claim was denied on 10/01/since Direct Express was unable to determine that an error occurred
A letter was sent to Ms[redacted]Based upon the information Ms[redacted] provided with her dispute, Direct Express was unable to process a chargeback on her behalfDirect Express indicates they need some type of receipt or agreement contract that Ms[redacted] has that shows she was charged an incorrect amount
Additionally, I left Ms[redacted] a voice message to contact meI will be happy to speak with her and assist her in getting the information to Direct Express to continue her dispute
Sincerely,
Vice President
Comerica Incorporated
Consumer
Response:
Review: [redacted]
I am rejecting this response because: 's.[redacted] has not tried to contact me .I have the proof from direct express that it was taken out .[redacted] is playing games with my family income.I have filed a complaint with Social Security and I suggest other people do the same.If Social Security knows then this company cannot still allow this company to allow them to steal from us without authorization
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: Money, $480 was somehow withdrawn from my Direct Express Card ,I always had possession of the card,I explained this to Direct Express,filled out a questioner on 2-14-2015 and was told to wait 45 to 90 days while an investigation would be done,on 5-12-2015 I called again to see what was going on, they then told me the dispute was denied on 3-31-2015,I was given nothing in the mail no phone call or anything,this card is supposed to be safe and secured by FDIC,I am a para-plegic , my disability money just disappeared,and Direct Express does nothing , It sucks that they can get away with it, now they say to write a letter of appeal, just to get information from them on the phone is horroble ,try it [redacted]..Desired Settlement: My $480 back in my 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 research and contact Mr. [redacted]. Below is a summary of the dispute timeline:On 02/14/15: Dispute [redacted] was opened for an alleged unauthorized ATM transaction totaling $483.00 that occurred on 2/13/15.On 03/11/15: Dispute paperwork was received. Investigation continues. On 03/31/15: Claim was closed, additional information is needed. On 05/21/15: Direct Express management will contact Mr. [redacted] to advise him on what additional information is needed and to inform him he can fax the additional information to Direct Express to expedite the process. Please encourage Mr. [redacted] to contact me directly if he has any questions or concerns.Sincerely,[redacted]Comerica Incorporated[redacted]

Consumer

Response:

Date Sent: 5/26/2015 3:05:43 PMReview: [redacted]I am rejecting this response because: Today is 5-26-2015, I have made many calls to US Direct Express and still nothing!I did reach Mrs. [redacted] who said someone would contact me,no one has,not by phone or mail nor e-mail.This is totally absurd,this card says FDIC insured.Well I am out $480,I am a para-plegic,I just don't think they should be able to get away with this injustice!!!Regards,[redacted]

Business

Response:

Most Recent Message

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: 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: 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 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: 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: 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 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: 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: 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: 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]

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.

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: 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: In October of 2012 my direct express card was stolen, I was unaware of this until November 3, 2012. I leave my card in my purse and use it once a month to withdraw my son's social security money. When I could not find the card I called Direct Express and because it was the weekend I had to use the automated system. I could not get through the system because it said my card number and my pin did not match. So, that Monday I called Direct Express Customer Service...that was when I found out someone had stole my card, changed my pin, and was using my card. I lost a total of $280 and I was insured that I could get the money back. I am known to always use my card on [redacted] and the transactions that I despute were all made on [redacted]. I feel my case was never looked into, all because I told them I give the pin to my boyfriend. They said that due to the fact of giving my pin to a third party, I forfiet the right to a Fair Hearing. I find this completely unfair, I gave the pin to my partenter in life. We share a home and children, so of course we are gonna share financial information. If they would just do an investigation, I mean isn't that why ATMs have cameras. I have never lost money due to a card. I have no choice but to use direct express because it is the only company social security uses. Money that I use to raise my son was stolen from me and there is not a thing I can do about it.Desired Settlement: I want my money back that was stolen from me.

Business

Response:

Revdex.com,

I have reviewed the complaint submitted to your office by [redacted]. I have been advised by Direct Express that Ms. [redacted] violated section VII - Your liability for Unauthorized Transactions - which states: "You agree not to give or otherwise make your Card of PIN available to others. If you do, you will be responsible for any Transactions they conduct." Please be advised that the transactions that Ms. [redacted] disputed were PIN based. Thus, the user of the card would have had the PIN number as well as the card.

In addition, I refer you to section VIII - Your liability for Unauthorized Transactions states: "Tell us AT ONCE if you believe your Card of PIN has been lost or stolen. Telephonimg us at the Customer Service number is the best way of keeping your possible losses down. You could lose all the money in your Card Account. If you tell us within two Business Days you can lose no more than $50 if someone used your Card of PIN without your permission. If you do NOT tell us within two Business Days after you learn of the loss or theft of your Card or PIN, and we can prove that we could have stopped someone from using your Card or PIN without your permission if you had told us, you could lose as much as $500." Ms. [redacted] admitted in her complaint that her card was stolen in October 2012. She stated "I was unaware of this until November 3, 2012." Thus, she did not notify Direct Express in a timely manner when she stated she knew the card was stolen in October 2012.

In conclusion, and based upon the information I have provided above, the decision of Direct Express not to reimburse Ms. [redacted] - remains unchanged.

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

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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