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Report: #1253028

Complaint Review: Direct Express - Austin Texas

  • Submitted:
  • Updated:
  • Reported By: c8herub — Clinton Maryland USA
  • Author Not Confirmed What's this?
  • Why?
  • Direct Express unknown Austin, Texas USA

Direct Express CoAmerica Bank has Direct Express issuing and managing the debit cards for them on which Social Security Recipients receive their benefits if they don't have direct deposit to a bani account Direct Express allowed someone to call them, report my debit card lost, request a new card and address change change Austin Texas

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I went online to check for my social security money and found my account suspended for fraud the notation saidl  On calling to find out why, I was told Someone obtained and used my debit card number, social security number and other identification information and called Direct Express reporting my debit card lost, requesting a new one and made a change of address from my address in upper Marlboro, Maryland to the 6900 block of SW 2nd street, Miami, Florida.  Now the report of a lost card, the request for a new one and an address change all on one day  should have been a red flag to the Direct Express person who ordered the new card shipped expeditiously by UPS to the thieves.  

issues with Direct Express Direct.Express@fiscal.treasury.gov

Furthermore, Direct Express took money from my handicapped son's Direct Express debit card account to Expedite the new debit card for my account to the thieves.  His debit card account had nothing to do with my .debit card account but not to the dumbo at Direct Express. who ordered the card shipped out to the thieves. After the card was shipped someone at Direct Express caught it and put a suspension for fraud on my card.  For all I know, this could have been an inside job by one of the Direct Express employees.  

There was a tracking number for UPS listed under my son's account.  I clicked that tracking number which led to the UPS website where i saw the address the card was being shipped to.  However I didn't know what was being shipped at that time. I went back to the Direct Express site and clicked on the suspension for fraud message which led to another page with a message printed in red type telling me to call regarding the fraud.  That should have been on the first page.

I called and learned what had taken place.  I told them, I have not lost my cards.  I have them right here in front of my very eyes.  I didn't move.  I am still here at the same address in Upper Marlboro, MD where I have been for the last 8 1/2 years. I did not report my card lost nor did I request an address change.  I asked them to cancel the card they shipped and issue me a new card so I can access my money to buy food and pay rent; and told them I saw where UPS said on their webpage for the tracking number that they have made two attempts to deliver the package but could not leave it because no one was there to receive it.  They were going to attempt another delivery the next day. 

The Direct Express representative told me to go to social security and find out if my address was changed there.  I asked "then what?"  He said then call us.  I asked what will happen after that?  He told me to just check wirh Social Security to see if my address has been changed then call them back.  I checked, and it had not been changed.  I called Direct Express back, got another person who told me that I needed to tell Social Security that they needed to follow the POMS process.  I asked what did the letters stand for.  He claimed not to know. 

I called social security about following the POMS process. I was told she never heard of it and they weren't going to do whatever it was.  Frustrated, I called Direct Express and asked why they can't send me replacement cards?  This one read the note to me about my being told about the POMS process needing to be followed by social security.  I pointed out to her that they didn't send the thieves to social security to tell them about the POMS process when they changed my address and shipped new cards to them but I'm the victim and you all run me back and forth to social security.

I asked to speak to the supervisor.  She came to the phone already aprised by the representative I had just spoken to and told me I needed to tell social security that they need to follow the MOU process.  I asked what was that.  She said socil security will know and they have a manual on this that they must follow.  I asked why does social security have to jump through hoops when you (Direct Express) is the ones that changed my address, shipped a new card and you didn't tell the thieves to run back and forth to social security with a different message from you. 

I had to call the Finance Management Service dept of the US Dept of the Treasury in order to get both Direct Express and Social Security to budge.  The person I spoke with at the Finance Management Service office told me he would make sure the right person is given the message I told him and he promised someone would call me that day.  Folks from both Direct Express and Social Security called me telling me what they were going to do to assist me.  Direct Express said he would get me another card.  I reminded him that my son needed another card too and the $13.50 refunded to him that they used to expedite the UPS shipment of the card to the thieves.  He said he would look into that but still tried to keep dragging their feet but gathered the information about my identity and said.  He would get back with me.  I missed his call the next day but called him back to day.

 I asked when I could expect the card, about how long will it take. He said by regular mail...  I asked why he had to send it by regular mail when Direct Express expedited shipment of a new card to my account by UPS? Why can't you expedite a card to me by UPS?   He got real testy and defensive. I asked to speak with his supervisor but he gave me some excuse; I asked for his supervisor's name and phone number but he refused to give it to me. I reminded him that when a customer asks to speak with the supervisor, he is supposed to let them.  He got smart mouth and asked me if I wanted him to stop helping me.  I asked if he was threatening me.  Then I stopped this bantering back and forth with him as he was trying to make me beg him to keep helping me.  I told him I was going to call CoAmerica and report him. CoAmerica called him to fix the situation.  He'd told me that on our first call.  I also told him I was going to report what he'd just said to me to the Finance Management Service dept in the US Treasury Dept.  I went to the website of the Treasury Dept; found a place where I could send a complaint.

In less than two hours he called me back with a brand new, humble attitude.  He told me my card would be expedited to me in two days by UPS.  Use this email address regarding issues with Direct Express Direct.Express@fiscal.treasury.gov 

 

This report was posted on Ripoff Report on 09/04/2015 06:11 PM and is a permanent record located here: https://www.ripoffreport.com/reports/direct-express/austin-texas/direct-express-coamerica-bank-has-direct-express-issuing-and-managing-the-debit-cards-for-1253028. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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