- Report: #1158055
Report - Rebuttal - Arbitrate
Complaint Review: Direct Express
Direct Express The Customer Service people are the rudest people ever...They accused my Mother of lying about the fraud even after someone was arrested for the theft of her card...They hung up on her also! Nationwide
*General Comment: Stolen vs fraud
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I am writing this complaint on behalf of my mother. She has had two different incedences wher money was taken off of her account without her permission. I reviewed her bills with her several months ago and found that a company was charging her twice a month for travel and leisure services in the amount of $14.95 each. This had been going on for around 8 months before it was caught. My mother is disabled and does not travel, so there is no way that she would have signed up for such a service. She called and notified Direct Express,got a new card and filled out a report. Direct Express responed, that after their investigation, that they could did not find any of the charges fraudulent. At the beginning of this month, My mother dropped her Direct Express card and a man picked it up. He then went shopping for hamburgers and to two different deprtment stores spending the remainder of her money that was on her card. We called the police and filed a report. The very next day the investigators found this person and an arrest was made. My mother sent in another fraud report, after it arrived eleven days later, on the form it stated that her money would be replaced if returned by the tenth day from her call into them.She recieved another letter stating that no fraud could be found and that her money would not be replaced. I have never experienced anything like this and I am not real sure about who does protect people's money when it is stolen, I always thought the card company did, so I ask my mother to call an inquire to why they said no fraud could be found, even after an arrest was made. When she called the customer service number, she was spoken to very, very rudely. The first rude employee hung up on her saying that there was another person listening in on the phone and there wasn't. The second person told her that she was the person that went shopping at the store and that there wasn't anything that they could do. That she was lying! The customer service lady also told her that she just needed''to do what she normaly does'' and hung up on her. I have been in the customer service field for over 27 years and I have never heard of any company speaking to another like these people at this company spoke to my mother. This company needs to be investigated, because I can not believe that they get away with speaking to elderly people the way that they do. The people that receive these checks are either elderly or disabled,and in some cases both, I think that they should help these people out as much as they can instead of double vitimizing them after they have already been wronged by another. This money that was stolen from my mother was all the money that she had to live off of for the remainder of the month, she had had to go without because of this incident. I want everyone to know how bad she was treated, and how she was never fully explained about to the reason that her money could not be replaced from either incident.
This report was posted on Ripoff Report on 06/27/2014 03:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/Direct-Express-/nationwide/Direct-Express-The-Customer-Service-people-are-the-rudest-people-everThey-accused-my-1158055. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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