Consumer complaint received 2023-12-01
Company: Comerica
State: MS
Product: Prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
I have had an issue with receiving my social security payments through US Direct Express and I need assistance with resolving the problem. Initially I elected to receive my social security payments through a Direct Express card. Things were fine for a year or so but in XXXX I received a new Direct Express card along with a new account number. I thought that was odd but I called the number on the card to activate it and didn't have any other issues for a few months. 

In XXXX I decided to set up the money transfer function in my account so that I could transfer money to my bank account like I did with the old account. I followed all of the instructions regarding what documentation they required and sent it to the company via the email address that they had on file. 

After about a week and several phone calls to the company, without warning, they suddenly locked me out of my account! I immediately contacted Social Security and changed the Social Security deposit from the Direct Express card to my bank account. They were holding {$6400.00} and I didn't want to take a chance of them having more! I didnt know it at the time but this action evidently closed my Direct Express card account.

By this time, upon their request, I had sent Direct Express my birth certificate, a copy of my bank statement that included my home address which they have on file, along with the routing number, copy of my SS card and a copy of my government issued photo ID. They sent me an email stating that they were unable to verify my identity and to contact Social Security for further assistance. 

I went to my local Social Security office that day, XX/XX/XXXX. I saw XXXX XXXX who told me that he would file paperwork and that direct express should unlock my account by XXXX XXXX on XX/XX/XXXX and if they didnt it was on them. 

Direct Express did not unlock my account so I went back to the SS office and talked with XXXX XXXX who said that he was going to file paperwork to get our money refunded back to me. He said that he would talk to his boss and see if he could get it expedited and that he would contact me on Monday, XX/XX/XXXX. 

XXXX XXXX did not call on XX/XX/XXXX. I tried to call him at the end of the week but he never returned the call. 

On XX/XX/XXXX I called to talk to XXXX XXXX. He wasnt there. I spoke with a woman who said that there was nothing in the computer about this issue. She said that I should go to the SS office first thing in the morning. 

On XX/XX/XXXX I went to the Social Security office and spoke with XXXX XXXX who filed paperwork to request a return of the money from Direct Express. She said it would take at least a month to hear back from them. She said that I would need to contact Social Security every couple of weeks to see if the money was returned and then ask that it be deposited to my bank account.

It has been over six weeks since the request for return of my funds was filed and Social Security still has not had a response from Direct Express or sent me my money back! 

I contacted the Mississippi Attorney Generals office on XX/XX/XXXX. They suggested that I contact you and Direct Express through their Advocacy email address. I sent them an email regarding this issue the same day.

I received an email from the Direct Express Advocacy department the evening of XX/XX/XXXX requesting that I reply to the email so that they could assist with the escalation request. They did not ask for any additional information or offer any. I responded and have not heard anything back. 

This is typical of how they operate. They contact you once, but there is never any assistance for the issue, and they run a person in circles. They hung up on me several times and they were extremely rude while I was attempting to solve this problem. 

Direct Express has had my money tied up for two and a half months. From what I understand this is illegal.

Company response to consumer: Closed with explanation