Comerica

2017-08-18

Houston, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2017-08-17

Quartzsite, AZ

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: Money deposited on XX/XX/XXXX. I advised Direct express XX/XX/XXXX of unauthorized fraudlant activity. 2 amountsvi explained to rep one fot XXXX another for XXXX Rep explained i would recive via, mail paperwork for me to summit with any unauthorized charges. There were one other truthfinder and magazines. Also, i had to obtain another card. I paid for 2 day shipping for card. I did not receive the card for 4 dsys. I was able only to speak to the dispute department one time when i first moticed. Now i sre those charges, as paid. And i am having a hard time financially afraid i wint have enough money to pay remaining bills.
Company Response: Closed with explanation

Timely Response

2017-08-15

Reading, PA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with monetary relief

Timely Response

2017-08-14

Waterford, MI

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Company Response: Closed with monetary relief

Timely Response

2017-08-14

Etna, OH

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2017-08-11

Miami, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-08-09

Pensacola, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-08-07

Calumet Park, IL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2017-08-07

Chicago, IL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2017-08-07

Winton, CA

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: I receive social security benefits thru a pre paid card from social security from a card called direct express..well someone hacked my card for the whole amount of {$760.00} my rent, car note insurance and my food money..they made purchases in other countries.. Noe direct express have given me horrible customer service they told me that i will have to wait 90 days to get this resolved..i cant wait 90 days to investigate.. Direct express is not helping me at all..im in a financial hardship.. I need help please
Company Response: Closed with monetary relief

Timely Response

2017-08-04

Belott, TX

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble getting, activating, or registering a card
Company Response: Closed with explanation

Timely Response

2017-08-03

AL

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Charged for a purchase or transfer you did not make with the card
Complaint: My SSI Benefits were posted to my Direct Express Debit Card on XX/XX/2017 in the amount of {$730.00}. I accessed my card on XX/XX/2017 to withdraw my funds and I discovered that I only had a balance of {$3.00} in my account. I contacted Direct Express on XX/XX/2017 to find out what was going on with my account and was advised that there were over 25 withdrawals against my account over a period of 7 days all coming from a XXXX XXXX XXXX Account ( which I have no idea as to what this is ). I advised them that this was not anything I authorized. Customer service deactivated my current card ( to stop anymore activities from coming across ) and said I should receive a new card within 10 days and I needed to contact their fraud department ( which I did ) and file a report so I could get my benefits back. I filed the report and on XX/XX/2017 I received a letter in the mail from Direct Express which stated the following " The fraud services department has completed our investigation of your claim dated on XX/XX/2017 in the amount of {$730.00}. Based upon our review of the information you provided as well as our internal records and you card history, we can not confirm that fraud occurred. Our investigation indicated that you entered into an agreement with the merchant, and the transaction was processed in accordance with that agreement. You may try to resolve the issue with the merchant directly. '' First of all it was not a transaction it was a combination of over 25 such transactions against my account and what bank allows that to happen with a persons SSI Benefits which they rely on for support every month. I feel like they did not try to retrieve my funds and they should because I reported it as fraud and contacted them as soon as I was aware that my benefits were no longer on my card. Please Help. In fact as I was on the phone with them reporting my claim they could still see charges trying to come through even after my card was no longer active.
Company Response: Closed with monetary relief

Timely Response

2017-08-03

Desoto, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with monetary relief

Timely Response

2017-08-01

Melrose Park, IL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2017-07-31

Balmville, NY

Trouble using the card

Credit card or prepaid card: Government benefit card

Problem with direct deposit
Company Response: Closed with explanation

Timely Response

2017-07-31

Grosse Ile, MI

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: On XXXX/XXXX/2017, my daughter and I stopped for fuel and attempted to purchase it with my Direct Express card. The clerk informed us my card was rejected twice. I immediately called to inquire about the card status with Direct Express customer service and was informed of questionable/possible fraudulent charges made to my card from XXXX XXXX XXXX XXXX. I stated that I did not make any such purchase and immediately disputed any such purchases from the XXXX area as I 've never even been to XXXX. The CS representative informed me additional charges in XXXX were attempted and I could dispute those as well. I 'd like to know how actual cash purchases in XXXX were made with my Direct Express card while my card was here with me in America! The card was shredded and a new Direct Express card with a chip was issued by over-night mail. I made a police report. The reporting officer noted the incident on file but did not leave a copy of the fraudulent incidents with us. On XXXX/XXXX/17 I received a letter from Direct Express notifying me that fraudulent card activity could not be detected and the claim is due for closure. Direct Express instructed me to contact them for additional information to complete the investigation. After many attempts to contact Direct Express at level 2 ( which is the Dept which handles the investigations ), I was either disconnected or directed back to the website to verify my account balance.
Company Response: Closed with monetary relief

Timely Response

2017-07-30

Louisville, KY

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: This complaint is regarding fraudulent transactions that were made by someone residing in another state on my Direct Express Debit Card on which I receive my Social Security payments.These transactions occurred on XX/XX/XXXX, XXXX, and the XXXX, 2017. I contacted the company and advised them that I had not made these purchases, as I reside in a different state, and have never visited this particular state, and my card was currently in my possession. The amount on the XXXX was for {$2.00}, on the XXXX it was for {$32.00}, and on the XXXX, there were 3 separate transactions ; one for {$150.00}, one for {$250.00}, and one for {$42.00}. The total of all these is {$480.00}. I attempted to dispute these transactions in the manner the company advised me too, but it took 15 attempts to even speak to someone in the fraud department. After I was able to reach someone I was advised that I would have to wait for the charges to clear before I could dispute them. I waited until they showed settled on my account, called back, heard the same " we are experiencing heavy call volumes, try your call again later ''. I heard this at least 10 times AGAIN before being able to speak to someone. I was told that a form would be mailed to me and once I filled it out and the transactions were checked into, I would have my money back. I filled out the form and FAXED it to them. I called to see where my money was and they said they just got the form! That 's not true as I have the confirmation sheet that it was sent successfully. I spoke to a lady by the name of " XXXX '' and she gave me her extension. I called back to speak with her as she informed me that I could on the last time we spoke, only to find out that she had been fired. I 'm not a rich person and I need my money back. This company is not a good one at all. i XXXX them and was horrified to see how many people are in the same position that I am in, and have n't gotten money that was taken from them years ago. Direct Express needs to be held accountable for what they are doing to people on Social Security, XXXX, and other government benefits. If this card is FDIC insured, i as well as these other people should have had their money back by now. This card is NOT safe, its not secure, and its not a good choice for people who receive benefits of any kind.
Company Response: Closed with monetary relief

Timely Response

2017-07-27

Columbus, OH

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Closed with monetary relief

Timely Response

2017-07-26

Westland, MI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-07-26

Omaha, NE

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2017-07-25

Austin, TX

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Installment loan

Complaint: I opened a small business in 2014 with a term loan and a line of credit from Comerica Bank. We signed a term sheet that did not disclose any prepayment penalty and it was not discussed with us. The final term loan contract included a clause about a large prepayment penalty that was difficult to understand. We are now trying to refinance the loan and are being told we owe a {$6100.00} prepayment penalty on a {$150000.00} balance.
Company Response: Closed with explanation

Timely Response

2017-07-24

Yucca Valley, CA

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with monetary relief

Timely Response

2017-07-21

Detroit, MI

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2017-07-21

CT

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: After contacting US Direct Express over 500 times ( I can prove this fact via call logs ) my Fraud issue has not been rectified. The customer service at US Direct Express is toxic. I am unsure why the treasury department allows Comerica to manage Social Security benefits. I have been actively pursuing a fraud issue on the Direct Express card for 1 year. I have been contacting Direct Express since last year to resolve this and they have n't lifted a finger. I have proof of contact from US Direct Express, that forms were sent to me last year regarding my fraud complaint, yet the Comerica/US Direct Express did nothing to solve the problem. Halfway into XX/XX/XXXX I began contacting US Direct Express regarding unauthorized use of the debit card. The " tier 2 '' department stated that they would close the card and send me a new card. It was n't until late XXXX of XX/XX/XXXXthat I received a replacement card, approximately TEN MONTHS OF ACTIVELY TRYING TO GET POSSESSION OF A NEW CARD. It took US DIRECT EXPRESS OVER TEN MONTHS TO SEND ME A NEW CARD. ON TOP OF THIS, US Direct Express charged me NUMEROUS TIMES FOR replacement cards and EXPEDITED SHIPPING REGARDLESS OF NOT RECEIVING THE CARD. If I approached XXXX XXXX XXXX or XXXX about issuing a new card, it would take, at MOST, 2 days to receive a new Card and at times SAME DAY. IT TOOK US DIRECT EXPRESS TEN MONTHS TO ISSUE A NEW CARD. Please keep in mind that during these TEN MONTHS, US DIRECT EXPRESS FAILED TO SEND ME A NEW CARD. US direct Express stated that they sent out replacements but had no idea where they actually sent my replacement card to ). Meaning, even after US DIRECT EXPRESS FINALLY SHUT THE CARD DOWN AFTER HUNDREDS OF PLEAS TO DO SO, the account and the funds issued by Social Security could not be accessed because no REPLACEMENT CARD WAS EVER RECEIVED. How is it possible that Comerica/US Direct Express creates BARRIERS for the XXXX to ACCESS THEIR FUNDS ISSUED BY THE GOVERNMENT! To add to the issues, in XXXX of XXXX I received a fraud affidavit and sent US Direct Express the information as instructed by Tier 2 customer service, as well as the first level of customer service. It was filled out and sent to US Direct Express within the 10 days they state that the form needed to be sent in. Within those 10 days, when US Direct Express receives the form, in their own WORDS, US Direct express will credit the account if the affidavit is received within 10 days from when the customer receives the affidavit. Numerous affidavits were sent to me and sent back to US Direct Express, as they requested and nothing has been done to get my money back. After reviewing some of the thousands of other complaints, lodged with the CFPB against US DIRECT EXPRESS, I am one of many customers that have the same issue. I urge the CFPB to review the thousands of complaints against US Direct Express, in order to file a class action law suit, which was recently implemented policy as of early XXXX.
Company Response: Closed with explanation

Timely Response

2017-07-21

Maplecrest, NJ

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response