Consumer complaint received 2025-04-03 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Comerica
State: OH

Complaint narrative:
Below is a list of violations that I believe Direct Express is guilty of and needs to be investigated for immediately : 1. Failing to comply with regulations regarding funds availability 2. Misappropriation of funds 3. Violating the federal bank fraud statute, 18 U.S.C. 1344 4. Conspiracy to commit bank fraud, 18 U.S.C. 1349 Over a period of 10 days I have attempted to access funds that have been deposited into this account. 
Most purchases over {$50.00} were flagged as fraud and I was unable to use my card. This is not an issue with the merchant as I have spoken with each one and with one merchant, small purchases were able to go through at times. 
Each time this occurred I would call into Direct Express in order to resolve the issue. I was advised I needed to send in a color copy of my drivers license front and back and that should resolve the issue. I completed these steps however, their identity team refused to verify my ID. 

On several different occasions I provided Direct Express with the exact same information as they asked for this multiple times. That information included the following : 1. A clear, colored image of my NON expired, VALID state drivers license 2. A color copy of my birth certificate 3. A piece of mail from the county I reside in showing my address. 
Please note, I have also verified myself via phone calls with a code being sent to my email address. 


I have called in many times over the last week asking them to explain the issue and no one can answer the question at hand. Each and every agent responds with the same line and blames the issue on mastercard. When I informed them that this was not a XXXX issue, that I have already spoken with matercard and this is an issue stemming from direct express they still refused to cooperate. At one point when trying to purchase groceries and I was denied, I called in and the rep told me that he does not know what to tell me other than Im just going to have to use a different account to pay for my items. 
I have attempted to transfer money from this account to a checking account and I have also been denied the ability to do that. The latest reason for these denials is that this is a government funded card and they are under no obligation to adhere to any federal laws. When I informed the supervisor that this is not correct and that direct express is not the government, they are a separate financial institution, and that according to the class action lawsuits filed against them over the years, they are held to the same standards as any other financial institution. I have asked them to conduct an investigation into why I am being flagged for fraud and the supervisor with whom I was speaking to told me NO, thats not our policy. When I informed her that regardless of the policies Direct Express has, they are obligated to comply with Federal Rules and Regulations and she responded by again informing me that they did not have to follow anything other than their internal rules and polices. 
I have verified myself via phone calls with a code being sent to my email address. 

At this point, I performed every step possible to gain access to my funds and the only access I have been granted is small amounts of money. The fact that a financial institution is flagging almost every purchase or bill payment I have attempted to make and will not allow me access to my money without just cause is a violation of state and federal laws, as banks are required to comply with regulations regarding funds availability and must not arbitrarily freeze or withhold funds without proper cause Since I have provided Direct Express with all requested forms of identification and verified over the phone several times, along with requesting a proper investigation into why I keep being flagged for fraud, it appears that Direct Express is now without legal justification to continue denying me access to my funds. 

The actions carried out by this financial institution has forced me to make purchases of random, small transactional items that I do not need in an effort to determine if my card will decline in order to avoid getting charged fees on large purchase when payments fail to go through. 

Please note ; I have recorded the majority of my interactions with Direct Express as in the state I reside in is a one party consent state. This does not appear to be an isolated issue with Direct Express as there are many posts on platforms such as XXXX, where Direct Express Card Holders were evicted from their housing due to Direct Express not allowing them access to funds in order to pay their rent. This is unacceptable and this institution is targeting a vulnerable population as they are less likely to take legal action against them. This needs to be stopped now!

Company response to consumer: Closed with non-monetary relief