Update by user Jun 17
If you have made contact with any attorney which has or is representing victims of the Direct Express program, and the attorney cannot take your case, I suggest you hire an individual attorney for yourself and refer that attorney to Franklin Lemond (Atlanta) or Ronald Wilcox (San Diego) for assistance. Both Mr.
Lemond and Mr. Wilcox are representing victims.
Update by user May 16
The new guard-dog for Bureau of Fiscal Services is a man named Thomas Santaniello. He is protecting the a group of persons at Fiscal Services who have refused to hear oral presentations from victims of Comerica Bank.
Everyone needs to call two persons: Thomas Santaniello (202) 874-6773 or (202) 309-3265 Send him an email at Thomas.Santaniello@fiscal.treasury.gov Then, call and report this call to Sonja Scott at OIG Treasury. Ms. Scott is receptive, and OIG Treasury is investigating Fiscal Services. Ms Scott can be reached at (202) 927-5874.
Her email address is ScottS@oig.treas.gov. When you email Santaniello and tell him about Comerica Bank, you must copy Ms. Scott on the email. You have to cover your bases.
I have personally documented over 105 persons' stories, which Ms. Scott has the list and stories. My telephone number has been flagged both at Bureau of Fiscal Services and at Conduent.
We have their attention, but you have to be active and keep pushing. Jim Simms
Update by user Feb 25
The class action suit against Comerica Bank and Conduent, administrators of the Direct Express debit card program, has been filed. There will be an opportunity for new plaintiffs to be added to the suit.
The attorney who is representing the plaintiffs is Franklin Lemond, of Atlanta GA. I have been receiving fraud complaints for a year, and have over 70 victims listed. I will be creating packages of victim information to be submitted to Mr. Lemond.
If you are a Direct Express debit card holder and you have been victimized, I will assist you in having your money returned.
Over 70 people have contacted me, and more than half have had their monies returned. Your case will be submitted to be included in the suit.
Update by user Feb 04
We have an attorney on board who is signing up victims of Comerica Bank and Conduent for civil damages. I have helped over 60 people, and most have had their monies returned, but all victims are entitled to sue for damages, such as stress, anxiety, loss of sleep, loss of a place to live, and many other grievances.First, we have to try to get your money back before you sign up with the attorney.
There are some initial things for you to do, and these are posted on other Direct Express threads. Protect yourself first, and this is how. The call center persons who answer the calls for Direct Express are not Direct Express employees.These are Conduent employees, basic call center persons, who have no banking background, no banking education, and no knowledge of Regulation e 15USC1693. Since I have begun posting the truth about about Comerica Bank and Conduent, they have become defensive and probably have had chats about the laws they are breaking.Your first line of defense is this:1)Before you call the call center, either go on line or use your phone and take a screen shot of the fraud or find the fraud on your statement.
Save a copy of the statement or the screenshot. 2) Call the call center and report the fraud. Make sure you ask the attendant what fraud she sees on the screen.This is important if you cannot get to your account.Write what they tell you; time, date, and amount.3) Email a copy of the fraudulent transaction, describing the transaction, to this email address: email@example.comYou may copy me on the emai: firstname.lastname@example.orgEven if you cannot get a copy of your statement or a copy of the screenshot, write what you know about the fraud, and when you reported it.This covers you with respect to the initiation of the investigation and will help you get your money faster.4) After an hour or so, call the following numbers: (512) 250-7631 Alisha (Customer Service Advocacy, Supervisor)(210) 334-6673 Chantelle, Director of Advocacy(313) 222-7934 Susan Schmidt, SVP, ComericaCall these persons until they confirm they have your email, and tell the people in Schmidt's office that the Conduent subcontractors work for Comerica and they all will be liable for not following the law.Many of the persons at Comerica and Conduent think we cannot reach out and make them accountable.
They are wrong. Feel free to email me at email@example.com
Update by user Dec 13, 2018
This project, helping victims of Direct Express debit card fraud, has taken on a life of its own. Information and sources change almost daily.
I will give you a list of things to do before you contact me at: firstname.lastname@example.org) if you see fraud on your account, and maybe a "pending purchase," go to an ATM as fast as you can and get your money out of your account. The thief might try to hit your card numerous times, so get your money out.2) Call the customer service number on your card. Report the fraud, and get a new card. Make sure your address is correct with the call center person.
Thieves will change your address.3) If possible, go to your phone app for Direct Express and make a screen shot of the transactions. A screenshot can be done by pushing the on/off button and the round button on the bottom of your phone, at the same time. The shot will go to your photos.4) if possible, access your Direct Express account on your computer and save the statement page reflecting the fraud. Print this page, and circle the fraudulent transactions, labeling the circled items as "fraud" in large letters at the right of the transaction.
Fax this to (512) 298-3461 to the attention of Alisha. 5) Email email@example.com and report the fraud. Attach the photos of the screenshot from your phone, then give a written detail of each fraudulent transaction. 6) In each email and/or fax, advise the recipient that the investigation as to begin immediately after the call to the call center, and this email will open email communication with the Conduent call center persons.
Advise this office that you are to be given full credit within ten day regardless if the "investigation" is concluded.7) Call the Fraud Unit at (888) 545-5577. Advise them you have reported the fraud and you are entitled to full provisional credit within 10 days of "giving notice." You may also call Customer Advocacy at (512) 250-7631 and remind them as well that you expect full provisional credit.8) Report the fraud to the local police. Basically you will be filling out an incident report. Keep a copy, and scan that into your computer.
9) If Conduent refuses to acknowledge fraud, contact Conduent via email, fax, and by telephone and demand a copy of the investigation.
10) Go online and join the Facebook page, Direct Express Cardholder Victims.Now you are on the road to protect yourself. Call me at (803) 309-6850 after you have done these things and I will be glad to speak with you.Jim Simms
Update by user Oct 10, 2018
The investigation into violation of federal banking laws, including Regulation E, Section 226.12 by Comerica Bank (illegally withholding funds from debit card holders) has taken a nice turn; not only is the OIG of Treasury and OIG of Social Security involved, but OIG of the Consumer Financial Protection Bureau (CFPB) emailed me today. While the CFPB has been impotent with respect to fulfilling their mandate, I believe we have their attention.
Treasruy, Social Security, and CFPB have failed to protect Veterans, disabled Veterans, disabled civilians, and other Social Security recipients, whose funds are sent to a Direct Express debit card, administered by Comerica Bank. Again, if you know anyone who has had a problem with identity theft involving their Direct Express card, put them in touch with me at firstname.lastname@example.org This abuse ends here.
Update by user Sep 13, 2018
For all users of Direct Express debit cards, you will be glad to know that the work of a couple of us has resulted in the Office of Inspector General of Treasury and the Office of Inspector General of Social Security have committed to begin an investigation of Comerica and abuse they have committed on the cardholders. What we need is for victims of Direct Express, identity theft, illegally withholding funds, illegally withdrawing funds, and other harmful acts, to contact me at email@example.com, or (803) 309-6850.
We need your information in order to get your story into the investigation. In the meantime, make certain you call Susan Schmidt, the Comerica Customer Rep, at (313) 222-3435. She receives complaints from the BBB and the CFPB. She might try to send you to the Customer Advocate for Direct Express.
You must refuse, stand your ground, and tell her it is her job to fix the problem. The next person to call will be Nora Arpin, the SVP of Comerica, who is the connection between Treasury (and Comerica getting paid from taxpayer dollars) and Comerica. Nora can be reached at (248) 371- 6765. Make certain you tell both Nora and Susan that you will be in touch with JB Simms and Ms.
Densmore, and that you are aware that an investigation into their business practices is coming very soon.
Again, send me your story, and call these persons. We will make them accountable for what they have done, the Veterans they have abused, and the money they have taken from our government.
Update by user Aug 16, 2018
For you persons who have experienced identity theft from your Direct Express account, and the unnecessary delay in getting your money returned, be assured that this matter has gained the attention of national media. The person who is responsible for Comerica adhering to federal banking laws, as the subcontractor of the US government, is named Nora Arpin.
The telephone number I was given to reach her is (248) 371-6765. Arpin is supposedly the boss of Susan Schmidt and Susan Rutledge. After I made contact with Schmidt and Rutledge, Arpin personally researched my professional profile on LinkedIn. Her inquiry, along with the inquiry made by Mitchell Raymond (who works for Conduent, the company which runs the 6 call centers).
Arpin and Raymond know the customers are not going to tolerate these persons abusing customers and not doing their jobs. Call Nora Arpin at (248) 371-6765 and give her an earful. You can also look up Nora on Facebook under the name Nora Teagan Arpin. Feel free to leave messages there as well.
Nora can also be found on LinkedIn. If you have an account with LinkedIn, message her there.
We need all the stories we can get in order to drain the swamp at Comerica. You can always reach me at (803) 309-6850, and at firstname.lastname@example.org
Original review posted by user Feb 05, 2018
My debit card account was hacked. I found the evidence on December 10, 2017.
I called Direct Express immediately and gave them notice of the intrusion. Direct Express has allowed a provisional purchase, made on December 9, 2017, to be paid to the fraudsters on December 22, 2017. I had to resort to contacting the Better Business Bureau in order to get to a representative of Direct Express. They have delayed their "investigation" after I gave them all the information they needed, and they have allowed additional debits to be made from my account.
Direct Express is in direct violation of a couple federal laws, Section 226.12 Paragraph 12 (B), and Paragraph 12 (B) 2 (iii) 3. They act with impunity and try to make excuses. They delayed the adjudication of my case from the original date of December 26 until January 10, 2018. The customer service advocate is protecting the "investigators." I have done their job; I know what they can do and should do.
I have friends who are in bank fraud units. Direct Express held up my money, compromised by business, and kept me from buying Christmas presents. I have payments to make for software which keeps me from working. The Comerica office in Detroit was of no help.
I spoke with a woman name Susan Schmidt, a VP, who referred the matter back to the same incompetent person at Direct Express. I had to collect the money from the vendor; Direct Express did not lift a finger to help, postponing my "case" for 2 weeks (also a violation). If I cannot get the attention of the fed agency to do their job, I am ready to recruit other disaffected customers and go after them for damages. They are doing this to older retirees whose cards have been compromised.
I am a retired private investigator, and I do not quit easily. I can be reached at my publishing company, Erik Publishing. Contact me, I am easy to find.
Anyone who had had monies held hostage by Direct Express as a result of fraud on your card, join me. I am moving forward and will help any and all.
Product or Service Mentioned: Direct Express Customer Care.
Reason of review: abuse of customer, violation of law.
Preferred solution: change the secretive structure of Direct Express, and stop abusing retirees. A public lawsuit will be nice..
Direct Express Cons: Lack of transparency, Abuse of customers by fraud department, Violation of fdic consumer protection law 6500.