Direct Express
Reviews and Complaints

On august 12, 2018, I discovered that someone had been stealing money from my social security account with direct express. I immediately called direct express and was on hold for over an hour. The operator who filed the claim did not tell me there was a time limit or what the time limit was. He went all the way back to january 2018, and told me the amount of the fraudulent transactions was $1052.00. He filed the claim for that amount. As soon as my card was cancelled, I lost access to my online direct express account. I had to wait 10 days before I received the copies of my statements. I filled out the questionnaire of fraud, filed a police report, went through every statement and circled all of the unauthorized transactions. The amount that I came up with was $1438.77. I mailed the documents to direct express, expecting the outcome to be in my favor.in late september, I received a letter from direct express fraud services department that my claim had been closed because it was past the 90 day time limit. I have been trying for months to talk to someone at diect express. I was repeatedly disconnected after being on hold for long periods of time. I have requested multiple times to speak go a supervisor, left countless messages, and still no one has returned my calls. When I filed the claim, it was the operator who told me the amount of the fraudulent transactions, and he did not tell me that there was a time limit. I asked later in multiple phone calls why the claim was filed for transactions going back to january 2018 if they were not within the time limit. I am beyond pissed off and do not intend to let this go. That account is my son's social security benefits, and I had intended to get him a car when he got his drivers license, which he did get in august 2018.

On the 15th and 16th of December 2018, transactions were being fradulent made on my Direct Express Comerica Debit card. I did not make these transactions! They were being made by MeMe Live in Taiwan which I have never heard of. I noticed this as I checked my card to see what my balance was and noticed I only had $11.48 cents remaining. There were 18 pending transactions on my account. None of which I had made or knew of! I called Direct Express on the 16th and asked them to stop or cancel these transactions as they were not mine and someone had fraudulently made these charges on this. They replied, "That I had to let the charges go through and then file a dispute." They said the transactions should go through in 3-5 days but they went through the next day when I had checked. I called them immediately to dispute the charges. They asked had I filed a police report. So I filed one with the Halifax couinty police dept. (office - [protected]). Complaint case [protected]. Then I called Comerica bank and they transferred me to Direct Express fraud dept. Then I filed a complaint with the FBI for fraud. Then I filed a complaint with the Federal Reserve consumer help. I then filed a complaint with Consumer Affairs. I then filed a complaint with the Federal Trade Commision for identity theft. I called back and asked them to cancel this card so they did and will send me another one. I was told that there are many complaints about MeMe Live and customers debit cards being frauded. MeMe Live made 18 transactions on my card, seven for $64.87, seven for $1.94, One for $37.40, and one for $0.97, until no more transactions could be made. Total of $506.04 was depleted from my account. Please Help! This is the only income I have to live on. I desperately need my money as soon as possible.

Sincerely

David W. Lowery

Hello my name is Star L Lipphardt dob: 01/29/1994 ssn#: [protected] my rep payee is getting my ssi payment on the direct express card and he is trying y
To spend the money his name is Joshua M mathis fob: 06/08/1992 his ssn#: [protected] I need the direct express card put on hold before they spend all of my money that I'm gonna need for rent he's been stealing my money

Money keeps coming up missing. Over looked it thinking my daughter was doing it some how. But the past few months I have gotten New card no one else has seen or use it nore have I and a lady called me and asked me if I just tried to use my card I said no. She frozen my card. I asked her if she could wait until I went to the ATM. She said when I get to a ATM to call. So for three days I tried calling but nothing kept hanging up on me. Today I got through lady asked me if I was at a ATM I replied no. She said. That she could not help me if I wasn't at a ATM. I drive to a ATM call hung up on me many times. I did get through lady took my info and transfer me to same one, the man takes my information and then tells me he doesn't know why she sent me to him so he transfer me to another line witch hang up on me again.

Metro pcs has taken 82.00 three times out of my account. I cant reach direct express because of high volume calls. I've been calling for 2 days now. I need charges reversed but cant speak with any one. I went to corporate office for MetroPCS and they said that's none of my payments were posted so I had to pay $82 in cash so so far it has cost me $320 for an 82 dollar bill. They told me that payment was never received yet it came out of my account 3 times

I'm done with direct express/ comerica bank they think they can steal from disabled, veterans, and seniors and get away with it because its been on going the day they opened and has not stopped, they get away
Making people homeless, hungry, mental and physically sick they need to be stopped! Their ceo said its only a few hundred, he is a liar! That piece of trash needs taken out so he can starve and be homeless, taking advantage and making money off the people that are the least able to care for them self and fight back, this will stop. This month it was my turn to have my check stolen after helping friends deal with it for years, we are done! So sad to see vets, seniors beg for their own money, we are a group that will stop this, because no one else will! We are tired of get pushed, not a damn thing to lose not even our pay because they already stole that.

Went out to look into my account this morning and the log in page was 'new and different' When I tried to log in using the same info I have used for years, I was told that my user id / or /password was wrong; i.e., not accepted
Tried several times and probably got locked out. Sent 2 emails to the 'contact us" email on the site. Got acknowledgement that they had received it and they would be back with me shortly. That was over 12 hours ago, still nothing. Tied to call their Customer Service and there is nothing on their 'pick a number for help' menu about not being able to login to their site.

This is not good for all of us using this for our bill paying at this time of month!

Procedures to report fraud to Direct Express/Comerica

If you have any questions, or have an issue which we can help, contact me at [protected]@erikpublishing.com AFTER you have done these steps. This will help you tremendously.

1. Contact Direct Express immediately: Send synopsis or copy of your statement (outlining or circling "fraud"). Be very careful to document the time and date that you gave notice. Send notice to:
Email- [protected]@usdirectexpress.com
Telephone- Fraud Unit (Direct Express) [protected]
Fax to Fraud Unit- [protected]
Make Direct Express aware that whomever receives the "notice" can give immediate credit, acknowledging the fraud, without conducting an investigation.
Direct Express/Conduent employee is authorized to correct the error in the account immediately, without having an investigation being conducted. The majority of fraudulent activity is evident immediately upon inspection the statement, and does not always need to be referred to an investigation, subjecting the cardholder to undue and unwarranted delays of having their money.(Direct Express/Conduent employees read a script, and have no cognitive skills from which to draw conclusions.
12CFR205.11(c)(4) -Correction without investigation
(Supplement)
2. Contact your local police. File a police report. Get a copy of your report. Send the copy of the report to [protected]@usdirectexpress.com and/or fax to [protected].
3. If the fraud happened 60 days or longer before you were aware of the fraud, Direct Express will try to tell you that you are liable for the amount of that fraud: this is not true. The financial institution "may" or "might" attempt to make the cardholder liable, but as stated before, the fact that statements were sent is not conclusive evidence that the cardholder was aware of the fraud.
12cfr205.6(b)(3)(2) Transfers not involving access device. (Supplement)
4. Follow up with police to make certain your local police make contact with the local police where the fraud took place.
5. Contact the security department and/or the legal office of the merchant where the illegal purchase took place. If the fraud was a money transfer to a bank account or debit card account, send a copy of the police report to the merchant, bank, or debit card company.
6. Even if Direct Express, knowing you know the law (12CFR205), they can give immediate credit and will not communicate with law enforcement or other merchants/banks/debit card companies, in order to catch the criminals.

Every time you call which is everyday the customer service line is always saying there is heavy call volumes & no one answers, how are you supposed to get through to someone this is ridiculous .
Let alone when you are trying to reach the dispute team you always get disconnected . I don't understand how they don't have alternative phone numbers or more Representatives to answer phones this is becoming a real problem .

My husband has called your number on back of the Direct Express card quite a few times, but still no response from anyone, The complaint was about money taken off my card that was NOT supposed to be, We want something done and money replaced, it's been almost a month.Do you actually think we are going to forget about the money owed and needs put back on my card, You people don't seem to care if anything is made right or not. I am NOT one bit happy with people that STEAL money and cover it up, I will keep contacting you and Comerica and who ever else nesacary to get my money back

It is the same as with all your other complainants that I went to go withdraw my Social Security money and is shows on like well first of all it locked me out of my pen so I had to create a new pen but I went first to an ATM and it would give me money and then I went to the bank and she says an out I can't give you any money and they don't have my banking history at B of a and then I went I called kept calling kept calling and they kept telling me they had a heavy call volume and they will hang up so that's where I am now is on this site trying to find out what IVR is an oh I can't afford to lose $900 that's what I get every month

I had no choice but to get a direct Express card for my Social security disability check's thinking that the government was promoting them I thought it would be safe to use.
Horrible just horrible they never answer the phone no matter what time you call you get the same recording to call back later. I have over $480 in charges made to a company in China and they told me to contact the merchant to get my money back are you serious? I have no idea how to contact a random company in China. I have made complaints to the BBB and I would suggest everyone else do the same. Also call the bank on the back of the card and complain. Call the US Treasury Dept as well. Don't let them basically steal our money and get away with it. If my problem is not resolved I will be contacting the local news station as it seems this is direct Express way of dealing with it. Ignore the complaint and maybe it will go away. They are FDIC our money should be protected. I really wish that the Treasury Dept would get another provider.

I had $50.75 2 Dys ago. Went today 9/7 and I couldn't get any money. I called and they said they could only speak to the card holder. My husband is dead I told them. Its policy was all he kept saying.
I'm his widow some last name I have a right to know where the money is.
I need the money to live on . I have no job . My husband was my job taking care of him.
They were very rude talking a mile a minute. Couldn't understand him .
It's my right to know as his widow.
Forget policy this exceeds that.
They owe me $50.75

So about April my son graduated High School. He turned 18 while still receiving SSI Death Benefits..was still in school so SSI diverted his portion to him. My daughter is 16. Her SSI death benefit from her dad...is tied up now. Direct Express says info on account is not what I say it is so am guessing I was hacked. My identity was stolen and since I have an idea of who did it and said so...they now accuse me of being basically the one committing fraud.. anyway SSI uses that card..requires it even because my child is a minor and I am a Payee. But they laughed at me..told me it was "their money now" they had all my info..sent multiple emails and faxes..and was then told by a rather alarmed CSR that she was very sorry but they did not accept faxed documentation anymore...when they did just the day before...so I just want the money on the card. I got evicted because of this..16 yr old had to go live with friends...my 18 yr old on his own completely cus he has to be. I have pretty severe medical issues that are exacerbated because of stress. I can't get them to talk to me. So what can I do..I feel like I need a lawyer..or a consumer advocate ..it's getting ridiculous. I owe I owe and too sick to go...so I could use some advice.

I can't get through to them. I call and the recording tell me they are experiencing a high call volume and the phone hangs up. So if my card is lost or stolen, I can't tell them? What kind of company is this? Horrible customer service.
Hope the government will either start issuing checks again or get a different company to handle my Veteran's benefits

On August 3, 2018.i received a text saying the balance had fallen under 500$.I checked my app. That said I had a transaction pending for 435$.i called the card to let them know that this transaction is not authorized by me.i was told that they could not do anything until the transaction clears.it clears the next day.i filed the dispute August 4th, 2018.i did not receive the paperwork until August 13, 2018 .my mail does not come until about 4pm so I filled it out and put it in mailbox on the 14th first thing.i then began calling daily to make sure paper were received and see how I can get a provisionary credit because I am a single mom of 5, just signed my lease and utilities deposit are all due.i was told that if my paperwork is not received by August 21 . provisionary credit was not eligible!I called daily to check the status.finally on August 22 they received my paperwork, but the stated that it was late therefore provisionary credit will not be issued and I would have to wait for them to complete the investigation, 45-90 days! My electricity shut off later that day.i called again and spoke to a supervisor, again I got no where.i told her that I was not responsible for their company taking so long to send out paperwork, i was prompt in doing all they asked and was given bad service in getting this going, i said I need my money back ASAP, and don't feel that the extra time that their employees took should be counted toward the deadline I was given., again I got no where.this company is not protecting their clients, it is a bad business who does not care about anyone nor their hardships.they fail to protect the money entrusted to them an have caused myself and my kids to be without lights, scrapping for gas money to get to work and school

On the third of August 2018 when I attempted to withdraw funds from my direct express card I was told my pin number was locked and had to be changed indicating a problem I changed my pin number and when I checked my balance I only had 134. 60 left in my account from a 1, 230. 00 deposit made at 1 am. I had only made one 7 dollar purchase from Dunkins before I noticed the missing funds. I attempted to call Direct Express numerous times and was unable to get through due to high call volume. I went to my local Social security office in Manchester New Hampshire they gave me a printout of the deposit but denied any responsibility related to Direct Express. I called my state senator's office who was instrumental in getting me Direct Express fraud number not listed to the public. I spoke with 2 seperate agents one identifies as Nancy who refused to give me a worker badge ID number she transferred me to Josh a level 4 fraud investigator who also refused to give me a worker badge ID number. When I asked him to provide the information as to who transferred my funds and where they were transferred to he told me I needed to verify the transfer information. I informed him I couldn't verify something I never authorized he also refused to talk to my son who was advocating for me claiming he can't speak to a third party even though I authorized my son to do so he was more concerned about being recorded. He gave me a SR # 1-[protected] and I am waiting for a complaint form. He also charged me 4 dollars for a replacement card for something that wasn't my fault. I informed him that I am also waiting for a complaint form from the consumer financial protection bureau. I faxed a letter to Direct Express in San Antonio Texas stating all the agencies I contacted about the fraud. The only reason I got a new card is to attempt to retrieve my stolen funds. Once I retrieve them I will no longer be using Direct Express. I am also uncomfortable with the fact that I had to give my Social security number to Direct Express in order to place a fraud complaint. Now the agents have my personal information. It is hard enough being on a fixed income without being robbed by the agency that handles your funds and then have no one involved including the Social security administration willing to take responsibility for the fraud committed by this agency. All my bills are overdue and I can't even use what little funds they left me as I have to wait 14 business days for the replacement card

I have been ripped off by someone that has access to my account via ivr money transfer. The issue for me is this isn't the first time! I've never given anyone my pin number and I keep my card hidden, but I am still being taken advantage of. I'm hoping it doesn't take the usual 45 days to be reimbursed because that was my rent money and now I'm facing i could very well end up homeless.

Today I checked my debit card to find 750 taken off by an IVR Money transfer to Bank of America. I called Direct Express and there issuing a new card and sending me fraud papers. I didn't even think you could do a money transfer with this card. So now I gotta wait for the dispute. Could take up to 90 days. I'm pretty sure this is not the first time this has happened with DirectExpress. If it has happened to anyone else have you gotten your money back

To Whom This May Concern:

On June 02, 2018 I went to the ATM to get $300.00 to pay my rent, The ATM declined due to insufficient funds. I went home me and call Direct Express Customer Service to see what was the going on. The CSR told there was 6 transaction that were pending for PlayStation Network. The CSR gave me the phone number to PlayStation.

On June 4, 2018 PlayStation gave me an reference number to give to my debit company. The case # [protected]
Direct Express issued me a SR-1-[protected].
I received a letter telling me that on August 02, 2018 the $259.97 will be credit to my card.
I called at 9:00 this morning and there telling me that I will not be getting my money.
I have all documents in closed.

Thank you,

Dawn R. Gallagher
9330 Synott Road #415, Houston, Texas 77083
cell # [protected]
Home # 281=741-9528