My complaint:
On 13 May 2022 I contacted Direct Express letting them know that my car with my wallet in it had been stolen. I them cancel my card and issue me another. I also had discovered when I checked my card that there were 3 withdrawals take from my account, 1 for $400, 1 for $300 and 1 for $200 totaling $900. This money was taken about an hour after my car was stolen and I was dealing with the police about my stolen car at the time. Direct Express stated that they would send me a fraud questionnaire and that I had 10 business days to return the form letter to them. I didn’t receive this form letter until 05252022. There was no way I was going to return this form by 05272022 the day the form needed to be returned.
I called Direct Express and they stated that an email describing what had happened with the fraudulent charges listed would be suffice. I quickly got the email together and sent it in and then called making sure it would be accepted and they accepted it. Now they say that the investigation would take 10 days and that 3 days later I would receive a letter informing me of the disposition of my case. To this day I have not received this letter. On 06092022 I called and talked to a Lanell asking about my case and she told me that it was denied. I think she said something about my pin being used and that this is the reason my case was denied. I then filed another dispute on my case stating that I have no idea how they got my pin or even if my pin was used because there are ways I believe that an account can be hacked without a pin I was dealing with the police at the time the $900 was taken from my account. I also requested a copy of the investigation report be sent to me. To this day I have also not received this letter. On 06122022 I called and talked to Alex just checking to make sure that everything was on track. Alex informed me that this second case was also denied. I voiced my concerns and he didn’t seem to be able to help me. I asked about the 2 letters I was waiting for and the one for my denial on my second case and he assured me that I would receive them soon. Again to this day I have not received not one of the 3 letters I was told was on the way. I’ve sent them emails the last on dated 07022022 and have not received an response from them a on any of the emails I sent to them. You have 90 days I believe to file and complete your dispute and here it is 07172022 and I only have a few weeks left to dispute their ruling. Now I believe that I did not receive a fair and proper investigation because I don’t believe they conducted a thorough investigation. Did they even contact the store with the ATM that the money was taken out of? Did they even obtain a video from the store on the night of the incident or contact the owners of the ATM about the incident? I believe they didn’t do any of these because if they did they would see that I was not the one who took the $900 out of my account. If Direct Express can’t even send me correspondence about my case according to their rules of investigation how am I to believe they did a complete and thorough investigation. They expect me to follow their rules when filing a fraud dispute should I not expect the same from them? Well I did not receive the respect from them that I should have. They can’t even follow their own rules. I called again on 07112022 and after getting the runarounds and transfered to the wrong person a couple of times spoke to Laura, a Supervisor asking again if my emails had been received and she stated that a document was received on 07022022 but could not that it was my email. It’s hard to believe that she could my letter but could a document. I told her about the 3 letters that I had not received and she stated that she would contact the proper department and have them sent. Forgive me if I don’t believe her. As of today not letter had been received except for my monthly statement since 05132022. My confidence in my receiving a fair deal from Direct Express is null and void. Now aren’t they FDIC insured? In my wallet there were my Social security card and numerous credit cards and 2 debit cards. One debit card from Direct Express and one from Bank of America. The thief used my Bank of America card and I had no problem getting my money back. The thief also used my Home Depot card and those fraudulent charger were also returned. A couple of my credit cards were used and again I had no problem getting my money back. So why is Direct Express so different? I’ve researched Direct Express and have found numerous complaints about them and the number of fraud disputes they have denied. Direct Express does not treat their customers fair and justly. I believe Direct Express should be disbanded and taken out of business.
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Suggested solution:
What Direct Express should do for me is to complete a through and fair investigation ie: obtain a video from the store the money was taken from, contact both the owner of the store and the owner of the ATM machine obtaining information related to my case. Return my $900 taken from my account. They have no legit reason as far as I\'m concerned for not returning my $900, they are FDIC insured. And I don\'t appreciate them making it look like I had anything to do with this incident. I had nothing to do with my car being stolen that had my wallet in it which included my Direct Express Card.
