U S Direct Express

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Direct Express has received my letter for a second review (***) she has forwarded it to their fraud department
Regards,
*** ***

Revdex.com,
I have been informed by Direct Express Management that Ms***'s claim has been resolved. Her card was credited $on May 18, 2016. A letter was sent to her notifying her of the outcome of her disputeSincerely,
*** *** ***
Vice President
Comerica Incorporated

Revdex.com,I have spoken with Mr*** and he had some additional questions concerning the Direct Express enrollment fraud. Mr*** inquired if Social Security was notified by Direct Express that the card was established due to enrollment fraud. * Direct Express did inform Social Security Administration.Mr*** inquired how the Police Detective would process a subpoena for records. * I have requested the address for the subpoena to be mailed, but have not received this information as of yet. I will inform Mr*** directly once I am provided this information. I have provided Mr*** with my contact information and encouraged him to call me with any questions.Sincerely,*** *** *** ***Comerica Incorporated***

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.Sincerely,*** *** ***
*** ***
*** ***
*** *** *** ***

Complaint: ***
I am rejecting this response because: Spoke with *** from direct express on June 22nd after waiting weeks for response she says company made decision on June 16th not to pay my claim,after so many lies here is latest excuse or lieHere are the facts I was incarcerated on June 29th till August 1st my card was stolen and fraudulent used between July 1st and July 10th 22016.My social security benefit goes to my card on the 3rd of every monthDirect express claims social security rules are if you are incarcerated more than days you can lose your benefit for that month, but here is the key my money was posted days after my incarceration and I was entitled to the funds as per social security after my call to themI know direct express is trying to make me go away because they don't want to make me whole, you see this money is very important to me since I am a disabled veteran on a fixed incomeMy next step is to file small claims court so please help correct this
Regards,
*** ***

Revdex.com,I am in receipt of the complaint submitted 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 to review.Ms*** will
be notified by Direct Express once the investigation is complete. Please encourage Ms*** to contact me if she has any questions or concerns.Sincerely,*** *** ***
*** *** Comerica Incorporated***

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** *** *** *** is concerned about not receiving her Direct Express card. On August 20, 2014, a replacement card was ordered. On August 29, 2014, *** ***
contacted Direct Express and requested assistance to register her new card. Direct Express has encouraged *** *** to contact them if she has any questions or concerns
It appears *** *** issue has been resolved. *** *** can contact me also if she has any needs further assistance
Sincerely,
*** *** ***
*** ***
Comerica Incorporated
***

Revdex.com,I am in receipt of the complaint submitted to your agency by *** * ***. Mr*** is concerned about a dispute he filed on his Direct Express card. I have escalated your complaint to management at Direct Express to review. Mr*** will be notified by
Direct Express of the outcome of the investigation.Sincerely,*** *** ***Vice PresidentComerica Incorporated***

Revdex.com,
I have spoken with Mr. *** who informed me that he has been reimbursed the $as he requestedIn summary, Mr. ***'s issue has been resolved
Sincerely,
*** *** ***
Vice President
Comerica Incorporated

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 *** ***'s 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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have been contacted by an individual with the Direct Express Consumer Advocacy Group They are working with me to try and resolve this issue Thank you for your assistance
Regards,
*** ***

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** ***. *** *** is concerned about a dispute he filed on *** *** card
It appears that *** *** is unaware of exactly what needs to be provided (screen shot of
terms of use, receipt, etc.) to have his claim honored. *** *** *** will contact *** *** to explain what additional information could be provided to further investigate this dispute
Please encourage *** *** to contact me directly if he has any questions or concerns. I would be happy to assist him
Sincerely,
*** *** ***
*** ***
Comerica Incorporated
***

Revdex.com,I am in receipt of the complaint submitted to your agency by *** * ***. Ms*** is concerned about accessing her benefits on her Direct Express card. I have escalated her complaint to management at Direct Express to review and
contact Ms*** to address her issues.I have been informed by Direct Express that a card was expedited to Ms*** and the fee was waived. Additionally, it was confirmed that Ms*** has access to her funds and is actively using the card.Please encourage Ms*** to contact me if she has any questions or concerns.Sincerely,*** *** *** ***Comerica Incorporated313***

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, 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 888-741-and they will be happy to work with them to resolve their issuePlease note that I have forwarded *** ***'s 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,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.I have escalated *** * ***' complaint to management at Direct Expressto review and contact him.Sincerely,*** *** ***Vice PresidentComerica IncorporatedCorporate Quality Process Department

Complaint: ***
I am rejecting this response because:I would like the money credided back on my card asap thank you
Regards,
*** ***

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** ***. Mr*** is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express for review
Mr
*** will be contacted by Direct Express with the outcome of the investigation
Please encourage Mr*** to contact me if he has any questions
Sincerely,
*** *** ***
*** ***
*** ***
***

Revdex.com,As I mentioned in my previous response, I have escalated *** ***'s complaint to Direct Express Management. I have been provided the following update from Direct Express:Mr*** is concerned with $transactions in which the funds have a hold on his accountMr*** states these transactions were cancelled by the merchant and have yet to be releasedDirect Express records show the funds were released back to Mr***’s accountBoth transactions were expired on 05/05/16. April & May statements do not reflect charges of $45.00.Direct Express management has been unable to reach Mr*** to verify but the account activity shows the funds have since been used by Mr***On 05/06/- Direct Express sent email to Mr***. Provide contact informationOn 05/09/- Direct Express called and left Mr*** a voicemailProvided contact informationOn 05/10/- Direct Express called and left Mr*** a voicemailProvided contact information.In summary, the transactions that Mr*** were concerned with did not post to his card, the transactions were cancelled. Additionally, Direct Express has made numerous attempts to reach out to Mr*** to discuss his concerns and provided their telephone number.Sincerely,*** *** ***Vice PresidentComerica IncorporatedCorporate Quality Process Department