U S Direct Express

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 investigate.  Ms....

[redacted] will be contacted by Direct Express when the review of her complaint is complete.Please encourage Ms. [redacted] to feel free to contact me directly if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporared[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  Jerome Gray 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 have been informed by Direct Express management that the customer advocacy team is contacting Mr. [redacted] to assist in obtaining the paperwork required to re-open his investigation.  Once the paperwork is received a fairing hearing will be conducted.
Mr. [redacted] will be notified of the outcome of the investigation by Direct Express.  Please encourage Mr. [redacted] to contact me directly if he has any questions or concerns.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I caught the fraudulent charges while they were still pending. Upon calling Direct Express, I was talked to with condescending, patronizing tones, and with complete ignorance regarding the subject of the fraudulent charges, the proper process for handling said subject, nor was given the names of any bosses or allowed to speak with them. I was told by multiple Direct Express employees that I could not prove it was not me who used my card, so they could not freeze the pending charges. This is not only unethical but unconstitutional; "Ei incumbit probatio qui dicit, non qui negat" meaning, the burden of proof is on he who declares, not on he who denies. Furthermore, I have made police reports (attached), and the police pulled the surveillance footage of a man of another race using my card six times in fifteen minutes at a Target store. I was told by Direct Express employees that the card had a suspicious activity monitor feature, yet, my card was used extremely frequently at the same location and the last three times it was used were within a fifteen second time span. When I asked Direct Express why that did not seem suspicious, they told me that it had to be a "mom and pop" store because Target is a trusted retailer. Also, whenever talking to Direct Express employees, I asked for the telephone recording reference number of the conversation, but was denied every time. I was either told, they do not have access to it, they do not record calls (which is a lie because the phone prompt warns of such activity), or blatantly told no. It has been three weeks already, and I am told it will take 90 days. I have all the proof of my innocence, so why should I have to wait for the money I earned after it was stolen?
Regards,
[redacted]

Revdex.com,I have been informed by Direct Express Management that Ms. [redacted]'s claim has been resolved.  Her card was credited $501.50 on May 18, 2016.  A letter was sent to her notifying her of the outcome of her dispute.Sincerely,[redacted]Vice PresidentComerica Incorporated

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted].  [redacted] is concerned about a transaction on her Direct Express card.  I escalated [redacted]'s complaint to management at Direct Express to research and contact...

her.Please encourage [redacted] to contact me if she has any questions or additional concerns.Sincerely,[redacted]Comerica Incorporated[redacted]

Revdex.com,
I am in receipt of the complaint that has been submitted to your agency by [redacted].  [redacted]'s concern involves her Direct Express card.  I escalated [redacted]'s complaint to a manager at Direct Express.  I have been informed that a new...

card has been expedited to her and that the fees were waived.  Additionally, the $4.00 replacement fee [redacted] was charged was refunded to her.
Additionally, Direct Express management provided [redacted] with a contact number that she may use if she has further issues.
Sincerely,
[redacted]
[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 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 their issues. 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 escalated his complaint to management at Direct Express to investigate.  Below is a summary of...

the investigation:04/03/15: Dispute SR#[redacted] was opened for an alleged ATM misdispense in the amount of $400 that occurred on 04/03/15. Mr. [redacted] states he only received $380 of the $400 requested.04/10/15: A chargeback was processed and provisional credit.  A credit in the amount of $20 was applied to the account. Letter sent to Mr. [redacted].04/17/15: Merchant represented; and on 04/21/15 the provisional credit issued on 04/10/15 in the amount of $20.00 was reversed.  Letter was sent to Mr. [redacted].04/22/15: Mr. [redacted] called Direct Express and was advised the provisional credit was reversed because the merchant represented.04/28/15:  Mr. [redacted] called the Direct Express Call Center inquiring why credit was removed; he was informed the merchant represented and advised to work with the merchant to resolve the issue.  04/28/15: Mr. [redacted] was sent an April 2015 statement for his records. In summary,  US Bank indicated that their ATM did not malfunction therefore, Mr. [redacted]'s Direct Express card was debited the $20 provisional credit.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 the closure and reissue of her Direct Express card.  I have escalated her complaint to Direct Express Management.
Please...

encourage Ms. [redacted] to contact me directly if she has any questions or additional concerns.
Sincerely,
[redacted]
[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 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.Sincerely,[redacted]Vice PresidentComerica IncorporatedCorporate 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 this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issues. Sincerely, Susan Rutledge Reeves 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

Complaint: [redacted]
The customer service number they give does not even have an option to speak with a representative. I finally got the fraud packet on Feb 11 and sent it back priority mail. I recieved a new card on the 12th and it still has no provisional credit or my money back. Because of this my auto insurance has lapsed and I have missed doctor appointments due to no money for copays. This company has never contacted me about this issue. I have seen the tons of complaints online about Direct Express/Comerica Bank. Our deposits are supposed to be FDIC insured. The only way to speak to a live person there is to choose lost or stolen card and even then it is hard to get someone. I will contact the attorney general to also complain. Never once in my initial call to them on Feb 4th did they mention the provisional credit and that you only get it if fraud paperwork is returned within 10 days. It took 7 days for me to receive their paperwork.
I am rejecting this response because:
Regards,
[redacted]

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.
Regards,
[redacted]

Revdex.com,
I have forwarded Ms. [redacted]'s additional information on to Direct Express Management and requested that she be contacted to review her concerns.
Sincerely,
[redacted]
Vice President
Comerica Incorporated

Revdex.com,
I am in receipt of the complaint that was submitted to your agency by [redacted].  Ms. [redacted] is concerned with a dispute she filed for unauthorized activity on her Direct Express card.
Direct Express has reviewed her dispute and credited her...

card on March **, 2014 for $707.42.  Ms. [redacted] was sent a letter informing her of the results of the investigation.
Ms. [redacted] complaint has been resolved.  If Ms. [redacted] has questions or additional concerns, please encourage her to contact me directly.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]

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.
I have received the credit due to me this past weekThank you for your assistance[redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,they ste lying never hot s call or an e mail
[redacted]

Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  Ms. [redacted]'s concern involves a dispute she filed on her Direct Express card for a $640 ATM malfunction.
I have escalated her complaint to management at Direct...

Express and been informed that her dispute has been resolved and her card was credited.  It is my understanding that Ms. [redacted] has spoken with Direct Express management and been advised of the credit.  Additionally, a letter has been sent to her.
Please encourage Ms. [redacted] to contact me directly if she has any questions or further concerns.  I would be happy to speak with her.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
Corporate Quality Process Department
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