Consumer complaint received 2017-04-07
Company: Comerica
State: WA
Product: Prepaid card
Sub-product: Government benefit payment card
Issue: Unauthorized transactions/trans. issues

Complaint:
TIMELINE OF EVENTS RE : FRAUD INVOLVING DIRECT EXPRESS ACCOUNT XXXX/XXXX/17 @ XXXX I went online to make my car payment. I received an error message that my payment could n't go through. 

I went to the Direct Express App. to check my account. My SSA check was deposited on XXXX/XXXX/17 @ XXXX. But my balance showed {$9.00}!! 

I looked at the transaction history and an IVR Transfer was done in the amount of {$1000.00} plus a {$1.00} IVR Transfer fee. -See printout ( How did they know the amount to take out? Even with my account info they could n't see my actual account ) XXXX/XXXX/17 @ XXXX. I called Direct Express @ XXXX. I kept getting a recording saying they were busy and to call later. I was extremely upset! I kept calling over and over until I finally got through. 

I explained the situation. The lady looked at my account then said I needed to be transferred to a level XXXX rep. When she transferred me it again went to a recording that they were busy and to try again later!! By this point I was furious!!! 


At about XXXX. I finally got through again. I again explained the situation and again she said I would need to be transferred to a level 2 rep. I asked her if there was a way to make sure I get through because I had already been through this! She said no. I would just need to keep trying. I said ok! Ill call this number over and over until this is resolved!! Someone stole my money!! When she transferred me I could still hear the noise on her line so she must have warm transferred me. 

I again explained the situation. The guy asked me some questions then said he would forward my dispute to the investigation team and I would receive paperwork in the mail that I need to complete and send back. I asked if he knew how long it would be before I would receive my money back. He said he was n't sure depends on the investigation team. I asked if he was saying I had to wait until after they did the investigation before I would see it. He said yes. I told him I will lose my house and car! He told me he would put a note that I had important payments to make. I asked him if they could just stop the transfer since when I have done transfers its always taken 3 days. He told me no. That the thieves did it to where it was automatic. Like a cash withdrawal. That the money was gone. I asked how the heck they did that? He could n't answer. I then asked if I should make a police report and he said yes, that would speed the process a little. 

( How did someone transfer money from my account automatically when that is not something available to me?! If Direct Express does n't offer that why would they release the funds? ) XXXX/XXXX/17 @ XXXX I called XXXX, explained the situation and that I needed to make a police report. 

XXXX/XXXX/17 @ XXXX Officer XXXX ( Badge # XXXX ) returned my call. I explained the situation, he seemed baffled at how this had happened when I explained the money was transferred. He also did n't understand why it would take so long to get my money back. He asked me to call Direct Express back and ask them ; How the money was taken, Did they have any information on the thieves such as account number or where they were located? I had explained they did n't seem to either want to give me info or have info when I had spoken to them. He gave me a case number ( XXXX ). 

I did some research online to see if this was something that happens often with Direct Express. They have an F from the BBB! I read some of the reviews and was appalled! Why would Social Security continue to do business with them!! - See printout

Company response to consumer: Closed with monetary relief