U S Direct Express

Revdex.com,I am in receipt of the complaint submited to your agency by *** *** ***. Ms*** is concerned about a dispute she filed on her Direct Express card. I have escalated her complaint to management at Direct Express. Ms*** will be
contacted once the investigation is complete.Please encourage Ms*** to contact me directly if she has any questions or concerns.Sincerely,*** *** ***
*** ***Comerica Incorporated313.***

Revdex.com, Direct Express is a program of the U.STreasury, Bureau of the Fiscal Service and therefore is outside the mission of the RevDex.comCardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction ratingThe cardholder may contact Direct Express directly by calling *** and they will be happy to work with them to resolve their issue
Please note that I have forwarded this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issuesSincerely, *** *** *** Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** ***. *** ***'s concern involves a dispute he filed on his Direct Express card
On 03/06/- *** ***'s card was identified as having suspicious activity and suspended by
Direct Express. *** *** confirmed he didn't initiate the transactions and the card was closed and replaced
On 03/20/- Dispute was opened for multiple counterfeit transactions totaling $that occurred on 3/5/and 3/7/
04/07/- Dispute paperwork was received
The claim is currently under review. Once the investigation is complete, *** *** will be contacted. A letter will be sent to him
Please encourage *** *** to contact me directly if he has any questions or further concerns
Sincerely,
*** *** ***
*** ***
Comerica Incorporated
***

Revdex.com,I have been advised that her payment was reduced because of an IRS offsetTo confirm this, Ms *** can contact the Social Security Administration at 800.*** or call or visit her local Social Security office located at *** *** *** *** ** ***The telephone number is 866.***Unfortunately, I am unable to provide documentation from the IRS about the offset since we did not receive the reason. This is something Ms*** would need to pursue with the IRS and the Social Security Administration.Please encourage Ms*** to contact me directly if she has further questions or concerns.Sincerely,*** *** *** ***Comerica Incorporated313.***

My grandmother has an account with Direct Express and has funds in her account which they won't release to her She is 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, $ 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

Revdex.com,
I have forwarded Mr*** additional comments to Direct Express management to review and contact Mr***,
Sincerely,
*** *** ***
Vice President
Comerica Incorporated

Revdex.com,I have requested that a Direct Express manager contact Ms*** ***. I am awaiting an update from Direct Express management on the outcome of Ms***'s disputes.Meanwhile, I would be happy to speak with Ms***. Please encourage her to give me a call if she has any questions or further concerns.Sincerely,*** *** *** ***Comerica Incorporated313.***

Revdex.com, Direct Express is a program of the U.STreasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.comCardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction ratingThe
cardholder may contact Direct Express directly by calling *** and they will be happy to work with them to resolve their issue. Please note that I have forwarded this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issuesSincerely,

Complaint: ***
I am rejecting this response because:
First, The magnetic strip was not damage on the first replacement card that was sent to meEvery time I called and Spoke to a Customer Service RepI explain in detail that the card number printed on the replacement card in raised numbers was INVALIDThe card was never passed through a machine to verify the card was goodI used the new card activation Number and keyed in the number on the card to access my account over the phone, and to activate the new card as per instructionsThe message from the automated system always sad the card number I keyed in was INVALIDThis was done many times even with a customer Replistening in over the phone to hear the response from the Direct Express Activation over the phone
Obviously the response back from Direct Express to the Revdex.com the reason for the problems with the first card is just as invalid as the card that was sent to me, I worked in customer service for years and this is the type of Canned Excuse given the customers with complaints to make it look logicalIf the person would have review the notes on my complaint then they would have seen that this reason if so far off the mark that it would not resolve the issue
This hits to the core of Direct Express's customer services problemsNot listening to the customer, bogus responses given to close out a complaint and a general lack of taking ownership of the problems in their Customer Service operationsIt's a systemic problem and probably why the Federal Govis seeking to re-bid the contract
I suggest this person re-read my complaint, review the details of the calls I placed to Direct Express and address all the statements of I have made
Continuous Improvement is a core value of good customer service and you can not improve if you fail to acknowledge the causes of problems in you operations an stirred a customers Revdex.com complaint. Acknowledging their is a problem and working toward valid solutions to change the way customer service operates so you eliminate the problem is the only way to improve you operationsBlaming the problem of defective materials or customers who do not have a real problem is the wrong way to train a customer service reps.to respond to complaintsAnd then to have a Supervisor responding to a Revdex.com complaint in the same manor is twice as badIt shows the problem is a systemic issue and runs from top to bottom is your customer service organization
Shame on you! You are involve in a vital service to Senior Citizens which is paid for our tax dollarsIf your organization were in the private sector your services would have been terminated long ago as well as the entire contract for non-compliance
I expect true customer service and a Standard of Excellence that reflects the dignity our senior citizens deserve for putting a lifetime of labor into this nation
You can do better
I wait for your reply
Regards,
*** ***

Revdex.com,
I have been provided the following update from our Direct Express management group:
On 11/10/The Direct Express cardholder advocacy group spoke with Mr*** to request the additional information that is needed for the dispute. Mr*** returned the list of the disputed transactions and the claim was reopened and the investigation continues. Mr*** was provided with the contact information and he will call them directly for updates with his dispute status
Please encourage Mr*** to contact me directly if he has any questions or further concerns
Sincerely,
*** *** ***
Vice President
Comerica Incorporated
***.***.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards, *** ***

Complaint: ***
I am rejecting this response because:The customer service contuie to have high call volume and I can’t talk with an agentY’all need to fix this issue ASAP
Regards,
*** ***

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** ***. *** *** is concerned that online access to their Direct Express Card is unavailable.
I have escalated *** ***'s concerns to a *** at
Direct Express to review and contact *** *** directly. Additionally, *** *** is concerned with the level of service received from the representatives at Direct Express
I have been informed that Direct Express management is reviewing the audio of the telephone conversations and counseling the representatives involved.
Please express my apology to *** *** for the frustration experienced in attempting to get issues resolved. Additionally, encourage *** *** to contact me directly if there are further concerns or questions
Sincerely,
*** *** ***
*** ***
Comerica Incorporated
***

I was told my account was hackedDirect express told me I would have to get a different card, and would receive a new card within business daysI have still not received a card to pay for my billsI have tried numerous times to contact direct express and I get an automated system every timeNo operator to resolve the issueThis is one of the worst companies I have had to deal with

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** I would like them to call me

Revdex.com, Direct Express is a program of the U.STreasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.comCardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction ratingThe
cardholder may contact Direct Express directly by calling *** and they will be happy to work with them to resolve their issue. Please note that I have forwarded this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issuesSincerely, *** *** *** Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** * ***. Mr*** is concerned about his Direct Express card. I have escalated his complaint to management at Direct Express to investigate
Mr*** will be
contacted by Direct Express to assist in resolving his concerns
Sincerely,
*** *** ***
*** ***
Comerica Incorporated
***

Revdex.com,
I have been informed by Direct Express management that *** *** opened a dispute on 07/09/14 for unauthorized mail order/telephone order transactions totaling $that occurred on 07/05/
Direct Express informed me that on 8/22/the claim was denied since additional information is needed to further investigate the claim.
Please encourage *** *** to contact me and I will assist her in working with Direct Express with the documentation needed to continue the investigation
Sincerely,
*** *** ***
*** ***
Comerica Incorporated
***

*** ***09/22/15: Claim was closed approved; a credit wasapplied to the CH’s account in the amount of $733.42. CH letter was sent.Revdex.com,Direct Express is a program of the U.STreasury, Bureau of the Fiscal
Serviceand therefore is outside the mission of the Revdex.com.Cardholder satisfaction is important to us as evidenced by the program’s 94%cardholder satisfaction ratingThe cardholder may contact Direct Expressdirectly by calling ***and they will be happy to work with them toresolve their issue. Please note that I have forwarded Mr***'s complaint to Management at DirectExpress to review and reach out to the cardholder to assist in resolving theirissues.Additionally I have been informed that Mr***'s claim was approved; a credit wasapplied to the his card account in the amount of $733.42. Sincerely,*** *** ***
*** ***Comerica IncorporatedCorporate Quality Process Department

Complaint: ***
I am rejecting this response because:Direct express only sent me one email and when I called the number on the email I did't get a answer so I left my name and number and never got a call back from them.The $holds have not been put back on my card and have not been used by me.I would still like to have the $put back on my card this is the second time I have had this problem with direct express the last time I lost over $off my card and am still paying back social security for this theft by direct express
Regards,
*** ***