Update by user 1 day ago
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
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
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
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
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..
I didn't like: Lack of transparency, Abuse of customers by fraud department, Violation of fdic consumer protection law 6500.