- Report: #1051649
Report - Rebuttal - Arbitrate
Complaint Review: US Direct Express
US Direct ExpressSan Antonio, Texas USA
US Direct Express SS Deposit, debit card, hacked, conflicting information, 90 days to receive refund, awful support staff San Antonio Texas
*Consumer Comment: be patient (us direct express )
*REBUTTAL Owner of company: Not necessarily true...
*General Comment: Sorry but you must be patient...
*Consumer Comment: my usdirectexpress card was hacked too
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This company has repeatedly given me confliting information with every single phone call. They are taking up to 90 days to issue a refund on the account that was clearly hacked. How can I have point of sale transactions in Texas, NJ, TN, & FL in the same day? This is common sense. Up until this incident I had no problems with this company and I even recommended them to others and would have continued.
My mother receives her SS deposit on this card. The card is used for local purchases mainly at grocery and pharmacy type stores. On April 16th I noticed the account had been depleted with transactions in other states far from us.
The Card was cancelled immediatley but a dispute was not allowed until the transactions cleared. Finally April 19th I was allowed to open a dipute. The paperwork was mailed to me was received April 29. It took 10 days to get here (from San Antonio to Austin) No return envelope and no clearly written information noting the address to return it to.
I called and asked if I could fax this in to expedite it and I was given a fax number. I waited a few days then called to verify receipt of fax. It takes 10 business days to process a fax. Really? OK so I wait and call in again a few days later and was told it is being investigated I should have a provisional credit in 10 days. Today May 17th (10 days later) no provisional credit is on the account.
I call yet again. Apparently you can't fax a fraud report in. I have missed my 10 day window to submit this information. I need to mail it. It could take 60 to 90 days to receive the money. All the information I have been given from all the previous calls is wrong. No one can help. Can't talk to anyone who has a clue or will even just have a sympathetic ear.
I will be switching this SS deposit to a bank. A locally owned bank.
This company has lousy customer service and employees who consistently give you incorrect information.
This report was posted on Ripoff Report on 05/17/2013 08:11 AM and is a permanent record located here: http://www.ripoffreport.com/r/US-Direct-Express/San-Antonio-Texas-78708/US-Direct-Express-SS-Deposit-debit-card-hacked-conflicting-information-90-days-to-re-1051649. 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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