Product: Credit card or prepaid card

XX/XX/21 I was in XXXX and my wallet was pickpocketed. I called Direct Express immediately but, as usual whenever you try to call them they take forever to answer ( I've been on hold an hour waiting ) and then my call was disconnected, which again happens when calling this company, I reported theft and asked them to close my account immediately and to issue me a new card. 

XX/XX/21 I received a letter from Direct Express Fraud Services Dept. requesting I fill out a Questionnaire of Fraud and return it to them. I completed the Questionnaire listing unauthorized charges that I saw on my account online. I listed {$1500.00}. I faxed back the Questionnaire on XX/XX/21. Copies of XX/XX/21 letter and the completed Questionnaire are attached. 

XX/XX/21 I received a letter ( attached ) from Direct Express Fraud Services Dept. saying they had completed their investigation, stating that they " found a conflict in the information provided by you and the information resulting from our research. Based on this information, we can not confirm that fraud occurred. The letter did not offer any information about the conflict. The only reason I can fanthom is my total of unauthorized use of my stolen card equaled {$1500.00}, which was taken directly from my account online. The Fraud Department had stated that the figure was {$1500.00}, with no breakdown of what that figure was comprised of. 

Direct Express then started harassing me like I was a criminal stealing my own money! They requested I fax copy of my drivers license, which I did on XX/XX/21. Had to fax 5 times because no one checks the emails. Then I was requested to send a copy of my passport, which I did on XX/XX/21, along with an email of my drivers license. This was requested by them because they put a hold on my account with no forewarning and I needed to prove who i was! 

When my wallet was stolen, it contained, among other things, a XXXX XXXX, from my wifes account. XXXX had called my wife the day my wallet was stolen, saying there were some attempts to use it in XXXX, and they immediately shut down the card. My wife called XXXX after we received the letter declining our claim, to ask them if they had information from the attempted fraud on the XXXX card. We received a letter dated XX/XX/21 attached from XXXX which shows the thieves charged {$1000.00}, and also attempted 2 other transactions. This proves that my wallet had been stolen. I was unable to share this letter to Direct Express because they had completed their investigation. 

On XX/XX/21, I traveled to XXXX. While there, I was unable to withdraw cash from my Direct Express account at the ATM. I called Direct Express, and they told me I should have informed them that I was traveling to XXXX. As can readily be seen by a review of my account, I go back and forth frequently from the XXXX to XXXXXXXX, and have for the past 4 years. Previously to my card being stolen, I had NEVER had any problems. There is NOTHING in the paperwork for my account that states I have to notify Direct Express when I travel out of the country. I called them while I was in XXXX and they said they would reinstate my account in 24 to 48 hrs. It never happened. Luckily, my wife was in the US and was able to wire me cash.

I have attached 7 pages of documents to this Complaint