Consumer complaint received 2017-06-19
Company: Comerica
State: MD
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
I am a retiree, receive Social Security Retirement of {$820.00} per month. I have had a Debit card issued by Direct Express for 5 years and use it for necessities : rent, utilities, etc. I have been extremely careful with my card. All has been fine for 5 years. Recently ( details below ) according to Direct Express, my account was hacked. They said they sent me a new card, which came, but that was 'hacked ' as well. They have sent me another card, which is due today. They have charged my account for two cards at {$4.00} each and one 2-day XXXX delivery. I objected to the expense. I find it very suspicious that my account was hacked twice in one week, necessitating the issuance of two cards. The cost of producing these cards is about XXXX cents. Why are they charging {$4.00}? I wonder if millions of seniors ' accounts have been 'hacked ', 'necessitating the issuance of new cards ', and Direct Express pocketing the difference between XXXX cents and {$4.00} -- which is {$3.00} per card. If this happens to XXXX XXXX seniors, Direct Express is profiting over XXXX XXXX. PLEASE CHECK INTO THIS!! I AM GLAD TO HELP!! I have already contacted my Congressman. The details : XXXX XXXX 2017, Sunday I tried to purchase some groceries at the local XXXX grocery store, and the purchase would not complete. I had cash, so purchased the groceries, came home and called the Direct Express ( DE ) folks. The DE phone system connected me with a live person, who said that someone tried to hack my account and that DE had de-activated my card. I would have to fax them two forms of ID for them to issue a new card, which I did within an hour or so. I confirmed my address and all other info they required. <P/>XXXX XXXX 2017 My new DE/ SSA debit card was delivered by XXXX at about XXXX. I called the number on the debit card sticker to activate but a message said to wait two days. <P/>XXXX XXXX 2017 ( spoke w/ XXXX at Direct Express ) I called the activation number and would still not activate. The system connected me with a live person ( XXXX ) who said the address they had on file was in Florida. I asked why would they issue me a new debit card to my XXXX, MD address if they had a Florida address for me. I have never lived in Florida. No answer except that it seemed that my account was again hacked twice in five days. The young man again corrected my account and ordered a second new debit card for me. However, when he was speaking, I displayed my account on the usdirectexpress.com website, and my account showed charges for 2 cards @ {$4.00} each and shipping of {$13.00}. <P/>I objected to the charges- in a nice way -- saying that the hacking and protections from hacking are the contractors responsibilitythat I had done nothing to violate my account, nor gave anyone permission to. I have always been careful to keep all info private. The young man said that he would look into it. I would not have minded once, but when they charged me twice, this suggests that the contractor is trying to get as much as possible from us retirees. <P/>XXXX XXXX 2017 Received a letter via USPS from Direct Express ( DE ) Fraud Prevention Team ( XXXX XXXX ), dated XXXX XXXX 2017 and saying that they tried to call me, but couldnt reach memy cell phone has no record of their calland that a temporary restriction was placed on my accountplease call them to discuss at XXXX. I closely examined the letter- which had some markings that suggested it might be a proper letter from DE, so I called the number at XXXX. Spoke with XXXX. Gave my info. XXXX said that a new card was sent to my XXXX, MD address- two business day delivery I reminded XXXX that this was the second incident in one week on my account. One piece of info that suggested this was a good number and contact is that XXXX knew the balance on my account. <P/>PLEASE LOOK INTO THIS -- OTHER SENIORS MAY BE SUFFERING AND DONT KNOW ABOUT YOUR GREAT WORK.

Company response to consumer: Closed with monetary relief