Direct Express complaint: Fraud

I am my sister lola gayles representative payee on sept 5 2023 we purchased her a round trip ticket to covina she would catch the Amtrak to bakersfield and then a bus to covina there were seats available on the train but no seats on the bus Amtrak then refunded her 67.00 dollars.

On september 7 2023 we attempted to repurchase the ticket for 67.00 dollars and were informed of insufficient funds we went and got in my car from the train station and i called direct express and they informed me people searcher.com had taken 39.97 dollars off of the card and had been doing so sense december of 2022. At that time i filed a complaint of unauthorized use they canceled the card and sent out a new one to my address.

I was informed to write out the complaint with the dates and totals and email it to [email protected] the total was 360.73 dollars . I was told the money would go back on the card within 10 days. That never happened i even sent in the police report. Today 9_26_2023 at 4 pm i called to check the status at which time i was told it was denied i asked why they said it was authorized at which time i told them that was not authorized i asked them for the information to people search they gave me a phone number i contacted them and was informed there was an account in my name.

I told them i never had a people search i asked them who was searched they informed me that **** address phone number and relatives were searched one time in early december thats it . At that point i knew right away it was fraud there would be no need for me to search my sister and my nephew i am their payee i know all their information i have been there payee for over 10 years.. my sister has mental health issues and does not really understand finances requiring her to have a payee she does know how to call and check her card it is her money but the card stays in my possession.

Upon learning this information i called direct express back and spoke with a supervisor by the name of Andrew i explained all of this to him at which time he said there is nothing he can do his investigation team investigated it and between december of 2022 til now there were 84 calls checking the balance which was no doubt my sister which does not bother me thats her own thing. I asked andrew did his investigation team notice the only name searched was the account holder he replied no i then said so based off of my sister calling you automatically denied the claim.

He replied yea why didnt she notice it back then i said sir that is why i am her payee i did not notice it i pay all her bills and buy everything she needs we would have never allowed 360 dollars to be taken and yet the account holder is the only search how is it your investigation team missed the fact there is a payee on the acct and the acct holder was searched one time early december there is a payee for a reason he said i understand what your saying but it was investigated i said how could it have been if you didnt know the person searched was the acct holder.

I said would you pay 360 dollars to search yourself. He refused to return the money and had no empathy at all his tone was very harsh i suggest go back and listen to our call and he refused to give me his last name.