U S Direct Express

[redacted]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.S. Treasury, 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 rating. The cardholder may contact Direct Expressdirectly by calling [redacted]5 and they will be happy to work with them toresolve their issue.  Please note that I have forwarded Mr. [redacted]'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. [redacted]'s claim was approved; a credit wasapplied to the his card account in the amount of $733.42.   Sincerely,[redacted]Comerica IncorporatedCorporate Quality Process Department

Revdex.com,
I have escalated Ms. [redacted]s  additional concerns to Direct Express management to review and contact her directly.  I attempted to contact Ms. [redacted] by telephone and was unable to leave a message.
Please encourage Ms. [redacted] to contact me if she should need further assistance.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
Corporate Quality Process
[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,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 Expressdirectly by calling [redacted] and they will be happy to work with them to resolve their issue.Sincerely,[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted].  I have escalated his complaint to management at Direct Express to review.  I received an update from Direct Express management, which is outlined...

below:11/22/14:  Dispute SR#1-[redacted] was opened for multiple alleged unauthorized transactions totaling $1,067.60 that occurred in October and November 2014 on the card ending in 9177.  No dispute paperwork was received. 01/06/15:  Claim was closed, since no dispute paperwork was received; a letter notifying Mr. [redacted] that additional information is needed was sent. 01/08/15:  Dispute paperwork was received. Claim was re-opened. 02/23/15:  A chargeback was processed and provisional credit was applied to Mr. [redacted]'s card account in the amount of $1067.60.  Letter sent to Mr. [redacted]. 03/23/15:  Merchant represented on several of the transactions that were charged back on 02/23/15 totaling $481.39.   03/26/15:  Since insufficient documentation was presented by the merchant, a reversal final credit in the amount of $481.39 was processed. In summary, Mr. [redacted] has been reimbursed for the full amount of his dispute of $1,067.60.  Please encourage Mr. [redacted] to contact me directly if he has any questions or requires clarification.Sincerely,[redacted]Comerica Incorporated313[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.
I have escalated Ms. [redacted]'s complaint to management at Direct Express.  Once...

her complaint is reviewed she will be contacted by Direct Express.
Please encourage Ms. [redacted] to contact me directly if she has any questions.
Sincerely,
[redacted]
Comerica Incorporated
[redacted]

Revdex.com,I have been informed by Direct Express management that the payment for has posted [redacted]’s account.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Complaint: [redacted]
I am rejecting this response because:I mailed direct express a letter with new information 3 times,I need to know that they have received the letter 
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 forwarded Ms. [redacted]'s additional concerns to management at Direct Express and asked that they reach out directly to her.Please encourage Ms. [redacted] to contact me if she has additional questions or concerns.Sincerely,[redacted]Comerica Incorporated 313.[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 95% 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, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Complaint: [redacted]
I am rejecting this response because:
Regards,
Kwan Green
 
there's no NEW message just a everything showing what I faxed over to your (Revdex.com) company nothing has been resolved just direct exprss passing the buck.....I don't see ANYTHING RELEVANT JUST WHAT I FAXED OVER
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case 
Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question 
I thank you for everything you have done 
Kwan Lamont Green Sent from my iPhone
On Aug 5, 2016, at 5:19 AM, green kwan <[email protected]> wrote:
Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhone
On Aug 5, 2016, at 5:09 AM, green kwan <[email protected]> wrote:
Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhone
On Aug 5, 2016, at 5:02 AM, green kwan <[email protected]> wrote:
Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of 7 eleven Sent from my iPhone
On Aug 4, 2016, at 3:25 PM, green kwan <[email protected]> wrote:
I just got off the phone with the manager of the 7 eleven located at 16159 Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing 
This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhone
On Aug 4, 2016, at 12:09 PM, Direct Express1 <[email protected]> wrote:
Thank you for letting me know and keep me posted on anything you are able to find out.
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 2016 1:57 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
I just got off the phone with 7 11 representative Nikki for the 19648 sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the 16159 address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhone
On Aug 4, 2016, at 11:40 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals.  They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you.  I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow.
 
The $400 ATM withdrawal was done at 7-11 #35361 at 19648 Sherman Way Reseda, CA
 
And the $20.00 ATM was done at 7-11 #18911 16159 Devonshire Granada Hills, CA 91344
 
I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 2016 5:02 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhone
On Aug 3, 2016, at 2:02 PM, green kwan <[email protected]> wrote:
In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores 818 3749420 and I have left my phone number for the manager at one of the 7/11 locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhone
On Aug 3, 2016, at 9:01 AM, Direct Express1 <[email protected]> wrote:
Hi Mr. Green,
 
I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account.  I am going to put the investigation documents that they used to make their decision in the mail for you to review.  If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 2016 3:04 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhone
On Aug 2, 2016, at 11:49 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I wanted to give you a quick update. I am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department.  I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know.
 
Thank you,
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 2016 3:16 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breach
From: green kwan <[email protected]>To: "[email protected]" <[email protected]> Sent: Wednesday, July 27, 2016 6:42 PMSubject: Re: Direct Express Cardholder [redacted]
 
 
 
 
I'd like to further state that my account seems to have been hacked/compromised..... as this issue with someone withdrawing 1,469 back in february of this year 500 twice on february 3rd and 460 the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in 2005 or 2006 only this year
 
My cellphone number is 323 301-9397Sent from my iPhone
On Jul 27, 2016, at 1:02 PM, Direct Express1 <[email protected]> wrote:
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
 
I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case 
Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question 
I thank you for everything you have done 
Kwan Lamont Green Sent from my iPhone
On Aug 5, 2016, at 5:19 AM, green kwan <[email protected]> wrote:
Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhone
On Aug 5, 2016, at 5:09 AM, green kwan <[email protected]> wrote:
Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhone
On Aug 5, 2016, at 5:02 AM, green kwan <[email protected]> wrote:
Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of 7 eleven Sent from my iPhone
On Aug 4, 2016, at 3:25 PM, green kwan <[email protected]> wrote:
I just got off the phone with the manager of the 7 eleven located at 16159 Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing 
This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhone
On Aug 4, 2016, at 12:09 PM, Direct Express1 <[email protected]> wrote:
Thank you for letting me know and keep me posted on anything you are able to find out.
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 2016 1:57 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
I just got off the phone with 7 11 representative Nikki for the 19648 sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the 16159 address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhone
On Aug 4, 2016, at 11:40 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals.  They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you.  I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow.
 
The $400 ATM withdrawal was done at 7-11 #35361 at 19648 Sherman Way Reseda, CA
 
And the $20.00 ATM was done at 7-11 #18911 16159 Devonshire Granada Hills, CA 91344
 
I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 2016 5:02 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhone
On Aug 3, 2016, at 2:02 PM, green kwan <[email protected]> wrote:
In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores 818 3749420 and I have left my phone number for the manager at one of the 7/11 locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhone
On Aug 3, 2016, at 9:01 AM, Direct Express1 <[email protected]> wrote:
Hi Mr. Green,
 
I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account.  I am going to put the investigation documents that they used to make their decision in the mail for you to review.  If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 2016 3:04 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhone
On Aug 2, 2016, at 11:49 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I wanted to give you a quick update. I am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department.  I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know.
 
Thank you,
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 2016 3:16 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breach
From: green kwan <[email protected]>To: "[email protected]" <[email protected]> Sent: Wednesday, July 27, 2016 6:42 PMSubject: Re: Direct Express Cardholder [redacted]
 
 
 
 
I'd like to further state that my account seems to have been hacked/compromised..... as this issue with someone withdrawing 1,469 back in february of this year 500 twice on february 3rd and 460 the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in 2005 or 2006 only this year
 
My cellphone number is 323 301-9397Sent from my iPhone
On Jul 27, 2016, at 1:02 PM, Direct Express1 <[email protected]> wrote:
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
 
I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case 
Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question 
I thank you for everything you have done 
Kwan Lamont Green Sent from my iPhone
On Aug 5, 2016, at 5:19 AM, green kwan <[email protected]> wrote:
Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhone
On Aug 5, 2016, at 5:09 AM, green kwan <[email protected]> wrote:
Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhone
On Aug 5, 2016, at 5:02 AM, green kwan <[email protected]> wrote:
Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of 7 eleven Sent from my iPhone
On Aug 4, 2016, at 3:25 PM, green kwan <[email protected]> wrote:
I just got off the phone with the manager of the 7 eleven located at 16159 Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing 
This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhone
On Aug 4, 2016, at 12:09 PM, Direct Express1 <[email protected]> wrote:
Thank you for letting me know and keep me posted on anything you are able to find out.
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 2016 1:57 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
I just got off the phone with 7 11 representative Nikki for the 19648 sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the 16159 address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhone
On Aug 4, 2016, at 11:40 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals.  They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you.  I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow.
 
The $400 ATM withdrawal was done at 7-11 #35361 at 19648 Sherman Way Reseda, CA
 
And the $20.00 ATM was done at 7-11 #18911 16159 Devonshire Granada Hills, CA 91344
 
I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 2016 5:02 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhone
On Aug 3, 2016, at 2:02 PM, green kwan <[email protected]> wrote:
In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores 818 3749420 and I have left my phone number for the manager at one of the 7/11 locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhone
On Aug 3, 2016, at 9:01 AM, Direct Express1 <[email protected]> wrote:
Hi Mr. Green,
 
I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account.  I am going to put the investigation documents that they used to make their decision in the mail for you to review.  If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 2016 3:04 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhone
On Aug 2, 2016, at 11:49 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I wanted to give you a quick update. I am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department.  I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know.
 
Thank you,
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 2016 3:16 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breach
From: green kwan <[email protected]>To: "[email protected]" <[email protected]> Sent: Wednesday, July 27, 2016 6:42 PMSubject: Re: Direct Express Cardholder [redacted]
 
 
 
 
I'd like to further state that my account seems to have been hacked/compromised..... as this issue with someone withdrawing 1,469 back in february of this year 500 twice on february 3rd and 460 the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in 2005 or 2006 only this year
 
My cellphone number is 323 301-9397Sent from my iPhone
On Jul 27, 2016, at 1:02 PM, Direct Express1 <[email protected]> wrote:
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
 
I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case 
Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question 
I thank you for everything you have done 
Kwan Lamont Green Sent from my iPhone
On Aug 5, 2016, at 5:19 AM, green kwan <[email protected]> wrote:
Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhone
On Aug 5, 2016, at 5:09 AM, green kwan <[email protected]> wrote:
Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhone
On Aug 5, 2016, at 5:02 AM, green kwan <[email protected]> wrote:
Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of 7 eleven Sent from my iPhone
On Aug 4, 2016, at 3:25 PM, green kwan <[email protected]> wrote:
I just got off the phone with the manager of the 7 eleven located at 16159 Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing 
This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhone
On Aug 4, 2016, at 12:09 PM, Direct Express1 <[email protected]> wrote:
Thank you for letting me know and keep me posted on anything you are able to find out.
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 2016 1:57 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
I just got off the phone with 7 11 representative Nikki for the 19648 sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the 16159 address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhone
On Aug 4, 2016, at 11:40 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals.  They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you.  I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow.
 
The $400 ATM withdrawal was done at 7-11 #35361 at 19648 Sherman Way Reseda, CA
 
And the $20.00 ATM was done at 7-11 #18911 16159 Devonshire Granada Hills, CA 91344
 
I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 2016 5:02 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhone
On Aug 3, 2016, at 2:02 PM, green kwan <[email protected]> wrote:
In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores 818 3749420 and I have left my phone number for the manager at one of the 7/11 locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhone
On Aug 3, 2016, at 9:01 AM, Direct Express1 <[email protected]> wrote:
Hi Mr. Green,
 
I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account.  I am going to put the investigation documents that they used to make their decision in the mail for you to review.  If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 2016 3:04 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhone
On Aug 2, 2016, at 11:49 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I wanted to give you a quick update. I am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department.  I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know.
 
Thank you,
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 2016 3:16 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breach
From: green kwan <[email protected]>To: "[email protected]" <[email protected]> Sent: Wednesday, July 27, 2016 6:42 PMSubject: Re: Direct Express Cardholder [redacted]
 
 
 
 
I'd like to further state that my account seems to have been hacked/compromised..... as this issue with someone withdrawing 1,469 back in february of this year 500 twice on february 3rd and 460 the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in 2005 or 2006 only this year
 
My cellphone number is 323 301-9397Sent from my iPhone
On Jul 27, 2016, at 1:02 PM, Direct Express1 <[email protected]> wrote:
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
 
I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case 
Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question 
I thank you for everything you have done 
Kwan Lamont Green Sent from my iPhone
On Aug 5, 2016, at 5:19 AM, green kwan <[email protected]> wrote:
Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhone
On Aug 5, 2016, at 5:09 AM, green kwan <[email protected]> wrote:
Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhone
On Aug 5, 2016, at 5:02 AM, green kwan <[email protected]> wrote:
Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of 7 eleven Sent from my iPhone
On Aug 4, 2016, at 3:25 PM, green kwan <[email protected]> wrote:
I just got off the phone with the manager of the 7 eleven located at 16159 Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing 
This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhone
On Aug 4, 2016, at 12:09 PM, Direct Express1 <[email protected]> wrote:
Thank you for letting me know and keep me posted on anything you are able to find out.
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 2016 1:57 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
I just got off the phone with 7 11 representative Nikki for the 19648 sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the 16159 address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhone
On Aug 4, 2016, at 11:40 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals.  They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you.  I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow.
 
The $400 ATM withdrawal was done at 7-11 #35361 at 19648 Sherman Way Reseda, CA
 
And the $20.00 ATM was done at 7-11 #18911 16159 Devonshire Granada Hills, CA 91344
 
I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 2016 5:02 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhone
On Aug 3, 2016, at 2:02 PM, green kwan <[email protected]> wrote:
In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores 818 3749420 and I have left my phone number for the manager at one of the 7/11 locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhone
On Aug 3, 2016, at 9:01 AM, Direct Express1 <[email protected]> wrote:
Hi Mr. Green,
 
I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account.  I am going to put the investigation documents that they used to make their decision in the mail for you to review.  If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 2016 3:04 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhone
On Aug 2, 2016, at 11:49 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I wanted to give you a quick update. I am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department.  I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know.
 
Thank you,
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 2016 3:16 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breach
From: green kwan <[email protected]>To: "[email protected]" <[email protected]> Sent: Wednesday, July 27, 2016 6:42 PMSubject: Re: Direct Express Cardholder [redacted]
 
 
 
 
I'd like to further state that my account seems to have been hacked/compromised..... as this issue with someone withdrawing 1,469 back in february of this year 500 twice on february 3rd and 460 the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in 2005 or 2006 only this year
 
My cellphone number is 323 301-9397Sent from my iPhone
On Jul 27, 2016, at 1:02 PM, Direct Express1 <[email protected]> wrote:
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
 
I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case 
Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question 
I thank you for everything you have done 
Kwan Lamont Green Sent from my iPhone
On Aug 5, 2016, at 5:19 AM, green kwan <[email protected]> wrote:
Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhone
On Aug 5, 2016, at 5:09 AM, green kwan <[email protected]> wrote:
Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhone
On Aug 5, 2016, at 5:02 AM, green kwan <[email protected]> wrote:
Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of 7 eleven Sent from my iPhone
On Aug 4, 2016, at 3:25 PM, green kwan <[email protected]> wrote:
I just got off the phone with the manager of the 7 eleven located at 16159 Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing 
This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhone
On Aug 4, 2016, at 12:09 PM, Direct Express1 <[email protected]> wrote:
Thank you for letting me know and keep me posted on anything you are able to find out.
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 2016 1:57 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
I just got off the phone with 7 11 representative Nikki for the 19648 sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the 16159 address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhone
On Aug 4, 2016, at 11:40 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals.  They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you.  I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow.
 
The $400 ATM withdrawal was done at 7-11 #35361 at 19648 Sherman Way Reseda, CA
 
And the $20.00 ATM was done at 7-11 #18911 16159 Devonshire Granada Hills, CA 91344
 
I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 2016 5:02 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhone
On Aug 3, 2016, at 2:02 PM, green kwan <[email protected]> wrote:
In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores 818 3749420 and I have left my phone number for the manager at one of the 7/11 locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhone
On Aug 3, 2016, at 9:01 AM, Direct Express1 <[email protected]> wrote:
Hi Mr. Green,
 
I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account.  I am going to put the investigation documents that they used to make their decision in the mail for you to review.  If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 2016 3:04 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhone
On Aug 2, 2016, at 11:49 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I wanted to give you a quick update. I am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department.  I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know.
 
Thank you,
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 2016 3:16 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breach
From: green kwan <[email protected]>To: "[email protected]" <[email protected]> Sent: Wednesday, July 27, 2016 6:42 PMSubject: Re: Direct Express Cardholder [redacted]
 
 
 
 
I'd like to further state that my account seems to have been hacked/compromised..... as this issue with someone withdrawing 1,469 back in february of this year 500 twice on february 3rd and 460 the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in 2005 or 2006 only this year
 
My cellphone number is 323 301-9397Sent from my iPhone
On Jul 27, 2016, at 1:02 PM, Direct Express1 <[email protected]> wrote:
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
 
I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case 
Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question 
I thank you for everything you have done 
Kwan Lamont Green Sent from my iPhone
On Aug 5, 2016, at 5:19 AM, green kwan <[email protected]> wrote:
Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhone
On Aug 5, 2016, at 5:09 AM, green kwan <[email protected]> wrote:
Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhone
On Aug 5, 2016, at 5:02 AM, green kwan <[email protected]> wrote:
Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of 7 eleven Sent from my iPhone
On Aug 4, 2016, at 3:25 PM, green kwan <[email protected]> wrote:
I just got off the phone with the manager of the 7 eleven located at 16159 Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing 
This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhone
On Aug 4, 2016, at 12:09 PM, Direct Express1 <[email protected]> wrote:
Thank you for letting me know and keep me posted on anything you are able to find out.
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 2016 1:57 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
I just got off the phone with 7 11 representative Nikki for the 19648 sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the 16159 address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhone
On Aug 4, 2016, at 11:40 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals.  They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you.  I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow.
 
The $400 ATM withdrawal was done at 7-11 #35361 at 19648 Sherman Way Reseda, CA
 
And the $20.00 ATM was done at 7-11 #18911 16159 Devonshire Granada Hills, CA 91344
 
I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 2016 5:02 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhone
On Aug 3, 2016, at 2:02 PM, green kwan <[email protected]> wrote:
In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores 818 3749420 and I have left my phone number for the manager at one of the 7/11 locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhone
On Aug 3, 2016, at 9:01 AM, Direct Express1 <[email protected]> wrote:
Hi Mr. Green,
 
I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account.  I am going to put the investigation documents that they used to make their decision in the mail for you to review.  If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied.
 
Thank you,
 
Tanya
 
From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 2016 3:04 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhone
On Aug 2, 2016, at 11:49 AM, Direct Express1 <[email protected]> wrote:
Mr. Green,
 
I wanted to give you a quick update. I am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department.  I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know.
 
Thank you,
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461
 
 
 
From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 2016 3:16 PMTo: Direct Express1 <[email protected]>Subject: Re: Direct Express Cardholder [redacted]
 
In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breach
From: green kwan <[email protected]>To: "[email protected]" <[email protected]> Sent: Wednesday, July 27, 2016 6:42 PMSubject: Re: Direct Express Cardholder [redacted]
 
 
 
 
I'd like to further state that my account seems to have been hacked/compromised..... as this issue with someone withdrawing 1,469 back in february of this year 500 twice on february 3rd and 460 the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in 2005 or 2006 only this year
 
My cellphone number is 323 301-9397Sent from my iPhone
On Jul 27, 2016, at 1:02 PM, Direct Express1 <[email protected]> wrote:
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461

Complaint: [redacted]
I am rejecting this response because:
Regards,
Kwan Green
 
 
I received an email from a Tanya....I have made several calls and left two messages and nothing has been done....I would just like the money that was taken off the account back in april to be returned
 
Direct Express1 <[email protected]> 
Today at 1:02 PM
To
[email protected]
Message body
Kwan,
 
As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail.  Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you.
 
 
 
Tanya
Cardholder Advocacy Specialist
Card Services, Center of Excellence
 
tel   512.250-7544
fax  512.298-3461

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]

10/30/2015 I made 2 purchaces 1. $136 2. 6.19... The money was removed from account, but the recipient never recieved the money. I thought it was us an error so I waited a few days to see if the recipients would recieve thier money. When they didn't I called direct express. I was told that the money would reappear on my card after 8 days. So I went ahead and resubmitted payment expecting the money that wasn't recieved the first time toshow up in my account real soon. Well the 8 daus came and went and no money. So I called them back and I was told that I never called on this issue and there was no case. Well this time I had to open a case. Which I filled out the paperwork and sent in, I called a 2 weeks later and was told that it can take up to 90 days for a review. Which made me even more upset because I have been chasing this money for a month already. What I had bugeted for so my disabled son could have christmas had to be sold at half of what I paid for it so I could pay for his therapy. Well a few days later I got tje letter stating my clame was denied because they didn't see the error, I already paid for item, and I didn't send proof. I didn't know that I was suppose to send in statement from direct express showing the transactions. I figured when they were looking into the issue they would see it. I was told that I could submit for a re review and there is a slight chance that the case would be reopened once it is closed. So what it translate to is we stole your sons money and you just have to deal with it, because we don't care.

Revdex.com,I have been informed by Direct Express management that they have reached out to  [redacted] to review her transactions with her.  In summary, her dispute was paid.Sincerely,[redacted]Vice PresidentComerica Incorporated

Complaint: [redacted]
I am rejecting this response because they're is no friendly service everytime I call the representative is almost arrogant in theyre demeanor just because your outside the Revdex.com doesnt mean your customer service has to be so shady I mean your dealing with many sick agaitated people the customer customer staff who is the only connection customer cardholders can speak with reregarding theyre benefits and unfortunatly the representives aren't  friendly or very informitive .(2 in  Also your brochure needs to be re printed in stating the amount of days your expected to rrcieve a answrer its put in a way that a master reafer would get the termonolgy in its disclamer. But to a typical non reader such as myself would take it as I did regarfing the dispute and its 3days to be reviwed and answrred by both cardholder and bank card
Regards,
[redacted]

Revdex.com,I have been informed that Ms. [redacted] claim is currently pending.  Ms. [redacted] will be notified by Direct Express once the investigation is completed.  Sincerely,[redacted]Vice PresidentComerica Incorporated

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 95% cardholder satisfaction rating. The...

cardholder may contact Direct Express directly by calling [redacted]-**1-[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, [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 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 rating. The cardholder may...

contact Direct Expressdirectly by calling [redacted] and they will be happy to work with them toresolve their issue.Please note that I have forwarded [redacted]'s complaint to Managementat Direct Express to review and reach out to the cardholder to assist inresolving their issues.Sincerely,[redacted]Comerica IncorporatedCorporate Quality Process Department