• Report: #1117644

Complaint Review: Usdirectexpress card

  • Submitted: Wed, January 22, 2014
  • Updated: Wed, January 22, 2014

  • Reported By: jimmybii — Pioneer California
Usdirectexpress card
P.O. Box 245998 San Antonio, Texas USA

Usdirectexpress card Comerica Bank False Advertising, Withholding of Personal Funds, totally inadequate customer response time San Antonio Texas

*Author of original report: Summarry To Date

*Author of original report: Card Issuance Update

*General Comment: So basically...

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If you are on social security and do not have a bank account the social security administration no longer will issue a paper check due to u.s. treasury mandate. You are isued a debit card from usdirectexpress/ Comerica bank. Social security does not oversee these cards or communicate with usdirect express in the event of a problem.

The treasury department that implements and oversees the usdirectexpress program for social security recipiants states on its website to contact usdirectexpress if you are having problems with usdirectexpress not to contact the treasury and refers you back to usdirectexpress customer service. The consumer has no where to go except to usdirectexpress, Comerica Bank.

Usdirectexpress cards have an expiration date. If all goes well you will recieve a replacement card in a timely manner providing your address is correct with usdirectexpress or a card sent to an old address gets forwarded to you.

Even though you update your address with social security I now know they do not communicate with the usdirectexpress program they place you on so usdirectexpress does not get your new address from social security. If you are like me you think all is o.k. when it isn't.

As far as I can tell you cannot update your address on the usdirectexpress website.  You have to call thier customer service to do so. At any rate this information is not readily pointed out. They offer no email contact so your options are phone or u.s. postal only which further slows down the process.

Usdirect express advertises on thier website and promotional materials that if you need a new card they will get one to you in five to ten days or if you need a card sooner you can pay $13.00 and recieve one in two days.

The following is my complaint;

I am on social security. My usdirect express card expired december 31 2013. I did not recieve a replacement card. On January 6th 2014 I contacted usdirect customer service to find out what was going on with getting a card to me, ( my next deposit onto my card was due nine days later from that date). 

I was told I should have recieved my card as it was mailed out December 6th 2013. It apparently did not get forwarded to me as usdirectexpress mailed it to my old adress.

I updated my address with usdirectexpress and was told I would recieve my new card in five to ten business days, or, if I wanted to pay $13.00 I could have one sent in two days. In that I did not have $13.00 in my account and since there were stiil nine days remaining before needing the card I elected to not be extorted out of thirteen dollars for a card they should have expedited to me anyway.

Not having recieved a new card after six days I once again called usdirect customer service as thier recording states; " If you do not recieve your card in five days call us" and informed them I still do not a card and asked them; "Isn't it about time to do something in regard to getting a card to me". I was told they could certainly do that but the card I already requested could come as it had not been 10 days yet and it was decided to interupt thye mailing would probably slow things further.

Here is the kicker: I asked if I could take my expired card to a bank, show proper ID and get money out of my account to pay bills. I was told unfortuneatly I could not do that and no offer was made to expidite a card to me.

Too long a story shortened, It has been seventeen days now. I still do not have a new card.( Remember the advertised five to ten day delivery)? I have called social security, no help. I have filed a consumer complaint with the u.s. Attorney Generals office which was accepted as a valid complaint and they would contact usdirectexpress by postal mail about my complaint but it will take four to six weeks to handle the complaint and usdirectexpress/Comerica Bank are not obligated to respond to thier inquiry, but I will be kept informed of any response.

I cannot access my money, I cannot pay my rent, buy food or pay bills, in fact my insurance has been cancelled due to non payment.

Do you think I could get a card if I pay the extorted $13.00? Consumer complaint I read says if I do it will still take four days not the advertised two days.

A class action law suit should be filed as I am reasonably sure I am not the only person whose funds have been misapropiated or who has been misled by the false advertseing, screwed over and lied to.

This report was posted on Ripoff Report on 01/22/2014 12:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/Usdirectexpress-card/San-Antonio-Texas-78224-5998/Usdirectexpress-card-Comerica-Bank-False-Advertising-Withholding-of-Personal-Funds-tota-1117644. 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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Updates & Rebuttals

#1 Author of original report

Summarry To Date

AUTHOR: jimmybii - ()

The U.S. Treasury no longer issues paper checks for social security. Funds must be deposited to a personel bank account.

If you do not have a personel bank account funds must be deposited to a usdirectexpress card account.

fms.treas.gov or fms bureau of the treasury runs the program but will not take complaints about the program as thier website refers you back to usdirectexpress.

usdirect express posting and website falsely implies the image that it is Comerica Bank, a bank in Texas. In fact usdirectexpress list an address for customer service complaints as being Comerica Bank of Texas.

usdirectexpress when asked will tell you they are not a bank but a debit mastercard company asscociated with Comerica Bank and only uses the Comerica name on thier cards but usdirectexpress is not Comerica Bank. There is no email address or phone number listed on usdirectexpress customer service website for Comerica Bank, only a postal mailing address. ( I have not mailed anything to Comerica, Texas, but I suspect Comerica would refer the customer back to usdirectexpress to further delay resolution)

the social security administration refers you to and will even help sign you up for a usdirectexpress card. The social security administration has nothing to do with usdirect express and will refer you to usdirectexpress if you have a problem.

If you update address information with the social security administration they do not communicate with usdirectexpress as to changes in your account. You have to contact usdirectexpress this is not told to you by the social security administration.

It is not possible to update your address information on the usdirectexpress website. I asked them and you have to contact usdirect express by phone to do so.  This is not made readily known by usdirectexpress and you have to ask.

The U.S. Attourney Generals Office will take complaints about usdirectexpress in regard to consumer protection law. I have not pursued anything under u.s. banking law although I strongly suspect problems exist here also in the way usdirect express does business.

U.S. Attorney General office complaints if accepted as valid take six to eight weeks to process. If usdirectexpress has already delayed satisfactory resolution in regard to your complaint two weeks or longer or funds are inaccessable this is a really long period of delay even assuming action is in your favor.

usdirectexpress is presently falsely avertising customer service response time. Payment of fees at he retail level and paint a false picture as to who they really are. Information about them and thier service is misleading from three if not four different directions. Treasury,Social Security,Banking and usdirectexpress themselves.

In closing I wish to add I have had a usdirectexpress card for the first two years of my social security retirement. I do not have a bank account and I find the use of the card works well for me. It has been after my card expired and my trouble getting a new card in a timely manner and having access to my funds totally denied and being unable to live and pay bills due to false advertising of services that has placed me where I am presenly at with usdirectexpress. If I ever do get to my funds I do not know if I will stay with them. They certainly do not deserve payment for non-provided timely service.

If you open a new bank account and wish to drop usdirectexpress you have to physically go into a social security office to do so. I have been told by social security it cannot be done over the phone.

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#2 Author of original report

Card Issuance Update

AUTHOR: jimmybii - ()

Today is January 25 2014. I talked to directexpress on January 6 2014 stateing I had not yet recieved a new card. They stated a card was mailed to me December 6 2013. That card was mailed to my old address and for whatever reason I never received it. My address was changed and it was stated I should have a new card within five to ten days.

Directexpress advertises five to ten day delivery of a card. Both by written notification on thier website and recorded message on the phone. Both state if you have not recieved your card after five days to contact them.

Until you have a new activated card directexpress WILL NOT allow you to withdraw funds from your account with your old card stateing I could not go into a bank, show proper ID and my old card and get access to my funds period.

Every five days I did not recieve a card I would phone and they would say I should have my card by now. After seventeen days I still had not recieved a card and I called customer service once again. On each occassion I phoned I was informed I could pay $13.50 and a card would be expedited to me in two days. I did not elect to do this on January 6 2014 as my social security was not due to be deposited into my direct express account until January 15 2014. I still had nine days to get a card that was supposed to be in my hands in five days, 10 days at the most. Without the need to pay extra to get a card to me.

After seventeen days of not having a card I phoned direct express they tell me the TRUE amount of time it will take for me to get a card and access to my funds. I asked a lot more questions about how they do business, who they actually are and voiced the financial problems they had created in mine and others affected by me due to thier lack of concern and them locking up,basically stealing, my funds by blocking me any access to them.

This time I was handed off to a Superviser on the phone. I asked him if he was really a supervisor or just the person in the next chair. I questioned him about direct express and what was the TRUE delivery time to get a card to me. He again started talking about for $13.50 plus $4.OO plus UPS delivery fees all coming to about $30.00 a card coud be expedited to me. I interupted him during this and emphatically stateed to him I was not going to pay one cent to get something I should already have based on thier own advertising, and that NOT ONCE had usdirectexpress offered to do anything on thier own to get this card to me in a timely manner which shows they do not care at all about my situation and they had basically stolen my money by denying me access to it.

The superviser then offered to wave any charges for a new card or delivery, cancel the card I should have by now and changed my P.O. Boc mailing address to my physical street address and a new card is supposed to arrive to me by UPS on Monday January 27 2014. Four more days away.

I recieved the now CANCELLED card today eighteen days from order date. Monday adding four more days it will have taken twenty two days to get access to my funds, providing the card actually arrives and actually be activated to work.



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#3 General Comment

So basically...

AUTHOR: Tyg - ()

 So basically what you are saying is the American taxpayers are paying for you to sit around and complain that LIFE happends. Really get over yourself. They sent you out a new card, it went to your old address, they issued you a new card. Not a ripoff and not a scam as they are doing what they can to help you. To be honest I FEEL ripped off since its my tax dollars going to pay for YOUR life. Thats the REAL rippoff here.

When ever a debit/credit card is going to expire, you do everything you can to get the new card BEFORE the current one expires. If you just sat back and expected that life would go smoothly then you only have yourself to blame. Its 5 to 10 BUSINESS days. Which means roughly two weeks. If they had to issue you a new card then its going to be 10 to 15 business days.

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