U S Direct Express

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
There are still the International purchase fees to be credited to my account.   I left a message with Ms. [redacted] concerning this.  Thank you so much for resolving this issue for me.
Regards,
[redacted]

RevDex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service
and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 94%
cardholder satisfaction rating. The cardholder...

may contact Direct Express
directly by calling [redacted] and they will be happy to work with them to
resolve their issue.Please
note that I have forwarded [redacted]' complaint
to Management at Direct Express to review and reach out to the cardholder to
assist in resolving her issues.I have been informed by Direct Express Management that they have spoken with Ms. [redacted] and a Merchant chargeback was processed and provisional credit was issued to the her account in the amount of $399.70 on November 10, 2015. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

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 once the investigation is complete.Sincerely,[redacted]Comerica Incorporated[redacted]

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 contact Ms....

[redacted].Additionally, I spoke with Ms. [redacted] on the telephone and explained I have escalated her complaint to management at Direct Express.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Revdex.com,I have received an update from management at Direct Express that Ms. [redacted] claim was approved on 2/26/16.  Her card was credited $837.09 and a letter mailed to her explaining her card was credited.In summary, Ms. [redacted] complaint has been resolved.Sincerely,[redacted]
Comerica IncorporatedCorporate Quality Process

Revdex.com,
I am in receipt of the complaint that has been submitted to your agency by [redacted].  Ms. [redacted] is concerned with the level of service she received when speaking with Direct Express representatives and a dispute she filed for an ATM...

misdispense.
I have been informed that Direct Express management are reviewing the telephone calls Ms. [redacted] had with the call center representatives.  Management will address the issues appropriately.
Ms. [redacted]'s Direct Express card was issued a provisional credit of $102.50 on February 4, 2014.  A letter was mailed to Ms. [redacted] advising her the credit was issued to her card.
Direct Express has indicated that they are awaiting a return call from Ms. [redacted] so that a replacement card can be issued with the correct spelling of her name.  Ms. [redacted] requested that her current card not be closed so she could access the funds on the card.
Please encourage Ms. [redacted] to contact me directly if she has any questions or further concerns.
Sincerely,
[redacted]

Revdex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Better...

Business Bureau. Cardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction rating. The cardholder may contact Direct Express directly by calling 888-741-1115 and they will be happy to work with them to resolve their issue.
Please note that I have forwarded [redacted]'s complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issues. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction rating. The...

cardholder may contact Direct Express directly by calling [redacted] and they will be happy to work with them to resolve their issue. Please note that I have forwarded [redacted]'s complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issues. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

RevDex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service
and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 94%
cardholder satisfaction...

rating. The cardholder may contact Direct Express
directly by calling [redacted] and they will be happy to work with them to
resolve their issue.Please
note that I have forwarded Mr. Granlund's  complaint
to Management at Direct Express to review and reach out to the cardholder to
assist in resolving their issues. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction rating. The cardholder may...

contact Direct Express directly by calling [redacted] and they will be happy to work with them to resolve their issue.Please note that I have forwarded Ms. [redacted] complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issues. Sincerely, [redacted]
[redacted] Comerica Incorporated Corporate Quality Process Department

Revdex.com,
I am in receipt submitted to your agency by [redacted].  Ms. [redacted]' concern involves a fee she was assessed for an expedited Direct Express card.
Ms. [redacted] called the Direct Express Call Center three times on 5/6/2014:
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08:08 a.m, - Ms. [redacted] asked about a transaction that was charged to her account on 05/05/14 for $10.94 that she wanted to dispute. She was transferred to another agent to file a dispute.
08:11 a.m. - Ms. [redacted] called back regarding the unauthorized transaction.  She was informed she would have to close her card because of potential fraud on the account.  She wanted to speak to a supervisor and then disconnected the call prior to a supervisor picking up the call.
08:22 a.m, -  She called back inquiring why her card was cancelled and wanted the card reactivated. Ms. [redacted] was advised the card was cancelled due to fraud and once a card is cancelled it cannot be reactivated. Ms. [redacted] disconnected the call.
08:31a.m. - She called back again requesting to speak to supervisor. She was informed a replacement card could be expedited to her and she would receive the card in two business days and the $4.00 card replacement fee would be waived, however, she would have to be charged the $13.50 expedite fee.   Ms. [redacted] requested to have the card expedited.
After reviewing the Call Center calls, the decision was made not to reimburse Ms. [redacted] for the expedited fee because the card was expedited per her request.
Please encourage Ms. [redacted] to contact me directly if she has any further questions or concerns.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When I call the phone number to check my balance it gives me the balance and shows the card active. However when I attempt to use the card either at a business or an ATM it shows that the card is not active. I have tried several times at several different businesses and ATMs with no success in having access to my funds. 
 
[redacted]

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted].  [redacted] is concerned about issues he is experiencing with his Direct Express card.  I have escalated his complaint to management at Direct Express to investigate and reach out to [redacted].Please encourage [redacted] to contact me directly if has would like to speak with me.Sincerely,[redacted]
[redacted]Comerica Incoporated[redacted]

Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  [redacted] is concerned about a dispute she filed on her Direct Express card for unauthorized transactions.  I have escalated the matter to management at Direct Express...

who will review the dispute and contact [redacted] with the outcome of the investigation.
Please encourage [redacted] to contact me directly if she has any questions.
Sincerely,
[redacted]
Comerica Incorporated
[redacted]

Revdex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Better...

Business Bureau. Cardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction rating. The cardholder may contact Direct Express directly by calling 888-741-1115 and they will be happy to work with them to resolve their issue.
Please note that I have forwarded [redacted]'s complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issues. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,
I understand Mr. [redacted]'s frustration.  I want to assure him that management is aware of the issues he encountered and are actively working on correctly them.  Additionally, the customer service issues are being addressed.  The customer service representative is no longer with Direct Express.
Please express my apology to Mr. [redacted] and encourage him to contact if he wants to discuss further.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
Corporate Quality Process Department
###-###-####

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted].  Mr. [redacted] is concerned about his Direct Express card.  I have escalated his complaint to management at Direct Express to review and Mr. [redacted] will be contacted...

with the outcome.Sincerely,[redacted]
[redacted]Comerica Incorporated[redacted]

Revdex.com,   On July 30, 2015 Ms. [redacted] opened a dispute for $2672.98 related to alleged multiple unauthorized CNP (mail order/telephone order – MO/TO) transactions occurring from May 2014 through July 2015 by GSN (Game Show Network) / Google Play. Her Card was closed, and new...

card was issued. On August 7, 2015 Ms. [redacted]’ claim was denied for fraud could not be confirmed and for conflicting information.  Denial letter mailed to Ms. [redacted]. Conflicting information including, but not limited to the following: ·         The disputed transactions do not follow fraud trends. The disputed transactions take place over a year and the account balance is not drained quickly. ·         Transaction activity shows Ms. [redacted] frequently calling the Direct Express IVR system multiple times per month.  Leading to a conclusion  that she was aware of all transactions posted to the card account including these disputed Ecommerce/on-line transactions   On August 11, 2015, Direct Express received additional  dispute paperwork from Ms. [redacted] and the dispute was re-opened and a Fair Hearing conducted.  On August 31, 2015 the claim was denied again for the reasons listed above.   On November 13, 2015 Ms. [redacted] opened for $327.66 related to alleged multiple unauthorized CNP (mail order/telephone order – MO/TO) transactions occurring from September 2015 through October 2015 by GSN (Game Show Network) / Google Play. On November 30, 2015 her Claim was denied due to conflicting information.  Denial letter mailed to Ms. [redacted]. Conflicting information including, but not limited to the following: ·         Ms. [redacted] has history with disputed merchant since 05/2014. Even though old card was closed, new charges are appearing on the new card that are allegedly unauthorized. ·         The disputed transactions do not follow fraud trends. The disputed transactions take place over several months and the account balance is not drained quickly. ·         Ms. [redacted] frequently calling the Direct Express IVR system multiple times per month to review transactions.  Leading to a conclusion that Ms. [redacted] was aware of all transactions posted to the card account including these disputed Ecommerce/on-line transactions ·           In summary, Ms. [redacted] claims were denied and she was encouraged to contact the merchant directly to attempt to resolve her dispute.  Ms. [redacted] was notified by Direct Express timely when the dispute process was completed.   Please let me know if you should have further questions or concerns.   Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com,
Direct Express management has provided the following update:
The dispute was closed additional information needed on June 14, 2016.  The cardholder was not able to provide an agreement with the merchant regarding the payment arrangements between the two parties.  Direct Express spoke with the cardholder today and reviewed with the cardholder the information that is needed to continue her dispute.  She told Direct Express she will attempt to locate her documentation and return it to Direct Express.
 
Please encourage the cardholder contact me directly if she has any questions or additional concerns.  I would be happy to speak with her.  I have left her a voice message again today to contact me.
 
Sincerely,
[redacted]
Vice President
Comerica Incorporated
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have called this company everyday for 45 days straight I was hung up on I was given no information regarding my claim.  The investigators had done nothing to get video for the 12 places that I was victim to.  The investigator had done nothing to investigate this matter just denied it on bias.  I have already talked to a woman named [redacted] and she refused to look into the matter unless I suplied her with video which I am unable to get since nothing can be given to me only officials or investigators.  I am very tired of being told to contact thier managment team when all reps will not help or they say there is nothing that can be done.  Again I was victim to someone stealing my card when I was with my husband and a person went to atleast 12 stores and stole my money and this company refuses to give me what is stolen.  This company has caused me to have a eviction on my record and all my belonging taken away from me.  I have nothing and I want my money back 
Regards,
[redacted]