Product: Credit card or prepaid card

I would like to express my concern on behalf of my mother. I am her Power of attorney and sole care provider. I am in desperate need of assistance. I have been trying to get this resolved since XX/XX/XXXX. I have spent at least 20 hours on the phone with your company and each time, Im finding that I am getting nothing resolved. 

My mother is a XXXX year old widow. Who is 100 percent XXXX. She has XXXX XXXX, XXXX  and is XXXX XXXX She is not mobile due to her condition. She is depressed and frustrated during this process. It is an inconvenience for her to travel or deal with her own personal business matters. This is why I am appointed to do this for her. I am very disappointed with the way her situation is being handled. I am in disbelief in how unprofessional this company has been from the beginning and I am taken back that elderly consumers can be taken advantage of. 

Normally, my mother makes transfers two to three times a year from her Direct Express account to her personal XXXX XXXX account. This is where our issue begins with your company. 

XX/XX/XXXX-My mother and I went to XXXX XXXX XXXX  at XXXX XXXX., XXXX XXXX  at XXXX XXXX XXXX XXXX, XXXX, Ca XXXX. I had to take time out of my day with my kids to transport her in her wheelchair. We attempted to transfer the amount of {$2000.00}. Prior occasions the transfer amounts were {$4000.00}, sometimes more. We went to the teller and he explained to me that we couldnt swipe the card again for this transaction because it was declined. However, if we needed a minimal amount that day we can use the ATM machine. We were advised we needed to wait one whole business day. Per their policy. We continued to follow through with withdrawing funds this time trying to get {$200.00}. At this point we realized there was something terribly wrong. If a minimal withdrawal of {$200.00} was declined, then there was a HUGE problem because this account should have over the amount requested. Once the transaction was complete, we were notified that this transaction was also denied. 

At XXXX the same day, we went home to contact direct express. I attempted to call. When doing so, the automated system made us aware of the account balance of {$100.00}. Then the automated message stated there is a High call volume. Then, I was disconnected from the call. I asked my mom if she had an online account set up. She is elderly and is not computer savvy. So, she wouldnt have the first clue on how to set up an online account. With her permission she assisted me in creating one for her on this day. After we attempted to set up an online account. The website would not allow me to create a new account due to one was already established. We panicked because we were not the ones created this online account. Frustrated and lost, I saw on direct expresss website that you can download an app. I did that, and created an account through the app. And this is where we discovered all the fraudulent charges from XX/XX/XXXX to XX/XX/XXXX. I was able to review some transactions. At that point there were pending charges, and we cancelled the card. 

Around XXXX the same day, I attempted to call Direct Express again. I do not recall the representatives name that I spoke with due to being on my cell phone with the Merchant from XXXX XXXX  at the same time. I spoke to a representative name XXXX from accounting who told me that XXXX XXXX and a XXXX XXXX is who booked the hotel and charged the room. There were numerous charges to this hotel. I told the representative from direct express the situation, while trying to explain the same thing to the merchant. I was in tears at this point. The representative apologized for what was happening and said they would transfer me to the fraud department. I spoke with someone in fraud. We combed through 25 transactions. We got to the 25th transaction and I told the rep my phone was running out of battery and requested that he call me back on my cell phone. Before I could give him the cell number, my phone died. He kept insisting he was going to call me back and he never did. I tried to call back again was irritated at this point because because I did not have a new card to input into your system to get to a Customer Service Rep. I had to wait another week and a half to get a replacement card. Your system would not allow me to speak with a live person without a card number. 

On XX/XX/XXXX, I finally received the card by mail ( card ending XXXX ). My mother activated it. We proceeded to try to get in contact with your company. To Re-explain the situation. This time I came in contact with a VERY rude individual. I was so upset I didnt even get her name. She put me on hold for about 50 minutes. I talked to a nice lady in the fraud department and she put me on hold so that she can document all the fraudulent charges. She was so polite and kept checking in on me, due to how long I was holding. She explained to me that there we NUMEROUS fraudulent charges. She advised me of the process. I would be receiving a letter in the mail shortly. The transactions needed to be written down for dispute. I can either mail documentation in, or fax it all in. She told me fax would be more convenient and quicker. They planned to do a provisional credit to my mothers account in the incorrect amount of {$24000.00}. Less than 24 hours later they reversed the credit. I called them again, questioning them on what took place. My mother was really upset because she thought this nightmare was over. And we continued to get the run around. I received a letter in the mail saying that there was conflict found during their investigation. They were unable to confirm fraudulent activity. This is incorrect. They tried to accuse me of having access of this card. This was VERY offensive to me. This card never left my mothers purse. I care for my mother 24 hours a day. I have XXXX kids and a XXXX  of my own. We do not travel. Period. It is pretty obvious that a XXXX year old lady didnt XXXX to XXXX to charge her direct express account. Also, there were charges to a prison, and random charges that could not possibly be made by my Elderly mother. 

XX/XX/XXXX, I filed a police report with the XXXX Sherriffs station. The report was filed with Deputy XXXX. Report XXXX for grand theft ( fraud ). I was called once from the Deputy. I tried to reach them back and was not able to reach anyone since. 


XX/XX/XXXX another attempt to get this resolved. I got in contact with XXXX, who said he did not have a direct line but had a badge number XXXX. I was on hold for 45 minutes this time. XXXX was really helpful. He explained to me that the dispute was denied because the month of XXXX was not included in the documentation that I submitted. I sent in 16 pages with the dispute and it included every single fraudulent transaction. XXXX and I, once again combed through the transactions. He told me that the fraud department denied the claim because there was a notation that a in person transaction took place. While going through the statements he agreed that there were no in person transactions. He was puzzled and taken back. He told me that once a case is denied we can not appeal the decision. However, since XXXX was not included, he told us to try to re-submit for XXXX and they can possibly re-open the prior decision. Which, I realize was something he said to get me off the phone. He promised me that he would mail me paperwork for XXXX dispute. I have to this date, not received anything. He even told me that I needed to contact each merchant and investigate this on my own. As if I didnt have a life of my own to tend to. I begged him to give me a LIVE person to speak to in the fraud department. He said there was no one we can talk to. I asked if we could speak to the individual who denied the case. He continued to tell me there was no one. So, I asked for his supervisor, or anyone above him to assist me. He said that they would call me in the next few days. To this date, I have never received a call from XXXX supervisor. I never received a call from the Fraud department. 

My next step was to contact my congressman. I came in contact with the receptionist. They advised me that someone would call me in 2 days. If I didnt hear from them in two days. Keep trying. Still no response. Still getting absolutely no where. And no one cares! 

I was instructed to contact Federal Trade commission, I filed a complaint online with them on XX/XX/XXXX. On the same day we called XXXX to place a block and alert her report. From here, I was instructed to contact Consumer Financial Bureau. I got in touch with XXXX. XXXX was amazing and stated that its obvious fraud and gave me the steps to follow on filing a complaint. This is where I am today. 

During this WHOLE process we discovered that {$34000.00} was fraudulently stolen from my mother vs {$24000.00} that we originally from the beginning. Old Card number used for fraudulent activity is XXXX XXXX XXXX XXXX. 

Im just trying to understand why this was allowed? How can your company get away with this? Will it take me going to the media to get this resolved? My mother was a XXXX XXXX for 30 years. Her hard earned money was taken from her. You neglected to protect her funds. Any legal establishment would have let us know about large amounts being charged. Why didnt anyone stop this? PLEASE HELP ME GET THIS RESOLVED! Thank you in advance for all of your help. Please contact me if you have any further questions. I will attach any documentation requested. 

*******IF YOU REVIEW STATEMENTS YOU WILL FIND THAT MY MOTHER ONLY MAKES A FEW TRANSFERS A YEAR. IN XXXX SHE MADE ONLY TWO TRANSFERS. THEN FROM XXXX TO XXXX YOU WILL SEE RANDOM CHARGES FROM ALL OVER THE WORLD THAT COULD NOT POSSIBLY BE MADE BY HER******* PLEASE LOOK INTO THIS- IT'S OBVIOUS OF FRAUD.