Complaint: FRAUD CHARGES NOT REIMBURSED

on 04 June 2020 about Direct Express in category Payment Providers

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My complaint:

I had fraudulent charges posted to my Direct Express card on May 6 and May 7, 2020 — some paid to the fraudster, and some rejected, as they tried to complete the crimes.  I HAVE NOT BEEN REIMBURSED FOR ANY OF THE CHARGES TAKEN OFF MY CARD, TOTALLING $161.37.

I learned of these  on May 8, 2020 when my balance was significantly lower than what it should have been!  I immediately called the Customer Service phone at 888-741-1115 (the ONLY phone available to customers), ON MAY 8TH, and stayed on hold for 55 minutes.  I was disconnected twice before I spoke to a live person. Prior to the call, I pulled the ledger history online, and reviewed with the Representative the charges not authorized by me.  The charges made ranged from $42. to $348. — including two charges for PIZZAS, one being $82! The Representative was abrupt, curt, and demonstrated a lack of patience as I calmly asked questions.   She NEVER explained that some charges were paid, and some were not. I learned this later on another call. Therefore, she was writing 5 Disputes and gave me a SR No. of 1-5621373291. After preparing my forms, she said she would mail them to me, but my deadline to sign them was 10 days from THAT DATE — THE DAY I CALLED THEM, MAY 8TH!  I asked her about that and if I could email them in. NO… she said. I asked for a fax no and she gave that number to me.

I received the Fraud forms, completed the packet,  and went to a store to fax them all on the same day.  IT TOOK 8 DAYS TO RECEIVE THE PACKET. THEREFORE, IT IS PHYSICALLY AND LOGISTICALLY IMPOSSIBLE TO COMPLY WITH THEIR 10 DAY RULE!  NOWHERE ON THEIR LETTERHEAD IS THERE A FAX NO. LISTED! If I had not asked, I would not have met their deadline.

On June 3rd, I received a letter dated May 21st, denying my claim for the 3 charges… totalling $161.37.   Their reason: they found a conflict in the information provided, by me? NO specifics were stated, therefore how can I answer their concerns?   I did a THOROUGH, DETAILED listing of the fraud, and attached a copy of Direct’s Ledger showing date, time of charges:

NOT REIMBURSED TO ME:

LITTLE CAESARS…  $82.68;

PRIME VIDEO…        42.15; and

DOMINOS…              36.54

ATTEMPTED FRAUD–CHGS THAT WERE NOT PAID:

APPLE  $348.74

BEST BUY 247.00

I am now aware that Pizza scamsfraud are common, but do not understand HOW these high amounts could be honored… all on same day?

Again, NOWHERE ON THIS LETTER is an appeal process or explanation of my due process rights or grievancerecourse as a customer.  I may have expected this elementary or haphazard way of doing business from a one-man-operation  grass cutting service, but NOT for a FEDERAL MASTERCARD SERVICE THAT SUPPORTS MILLIONS OF CONSUMERS!  MOREOVER, Social Security recipients are either: Seniors, Disabled, Children, and poverty-stricken citizens and are VULNERABLE!

I have had MULTIPLE brain surgeries, after working for over 30 years in the legal field.  amy disability payment is 14th of what I made as a paralegal, and I end-up with $100 for the month after bills are paid.  My fraud charges — NOT reimbursed — totals $161.37.  You can see how important this amount of $$$ affects me!  I HAVE NEVER CLAIMED FRAUD BEFORE with ANY card I have used.  I THOUGHT my money was SAFE per Direct’s guarantee::

…  consumer protections required by Regulation E (12 CFR 205) and MasterCard® Zero Liability (exceptions may apply), which protect you against unauthorized use of your card when ly reported, apply to your debit card account.

I PROMPTLY REPORTED THESE FRAUDULENT CHARGES ON MAY 8TH.  I seek reimbursement of $161.37.

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I seek reimbursement of $161.37

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