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.
Review about: 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..
I didn't like: Lack of transparency, Abuse of customers by fraud department, Violation of fdic consumer protection law 6500.