Report: #1051649

Complaint Review: US Direct Express

  • Submitted: Fri, May 17, 2013
  • Updated: Fri, May 17, 2013
  • Reported By: Susan Fun — Hutto Texas
  • US Direct Express

    San Antonio, Texas

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

Show customers why they should trust your business over your competitors...


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.

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This report was posted on Ripoff Report on 05/17/2013 08:11 AM and is a permanent record located here: 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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#1 Consumer Comment

be patient (us direct express )

AUTHOR: Mary - ()

I don't know if you work for this company.  They must have High School dropouts working for them judging by your spelling errors.  Ever heard of "Spell Check"?  Actually I have seen 4th graders spell better.

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#2 REBUTTAL Owner of company

Not necessarily true...

AUTHOR: albiewan - ()

I was very recently the victim of a hacked Direct Express account.  All the bogus transactions were done in Mexico and I live in California.  After going through the ususal response of anger and demanding immediate results (impossible) I did take the following actions
1) immediately reporting the situation to Direct Express level 2 investigation
2) confirming my information with a second follow-up call to Direct Express and speaking to a second person to confirm what the first person told me (somewhat different instructions the 2nd time, more detail and explanation of process) and receiving the following clear instructions:  
DO NOT attempt to contact any merchants involved with the fraudulent transactions especially if it's outside the USA...DO quickly fill out and return all paperwork from Direct Express regarding the claim...DO BE PATIENT and DO expect to receive "provisional" funds matching the total of the amount stolen after all paperwork has been processed.  While not a promise, the provisional funds should be available fairly soon IF the fraudulent transactions are clearly obvious
3) informing creditors that normally get an electronic payment via Direct Express of the situation and make arrangements to pay via other means
4) as soon as this situation clears up and I get my money back, cancel the Direct Express account and get my Social Security the old fashioned way...though the USPS
Look, we live in a world of common identitiy theft happening more and more.  Sooner or later, if you do any business online, it will happen to you.  Electronic money is easy to steal.  That is all...

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#3 General Comment

Sorry but you must be patient...

AUTHOR: Tyg - ()

 You have to be patient. Yes I know its frustrating to do so. But you have to take a look at it from thier side for a moment. Just because your screeching the loudest, doesnt make your claim true. They have to be sure that YOU are not the person who commited the fraud. Just because you make a claim for fraud, doesnt mean they roll over and hand you money. They have to make 100% sure your claim is true. That takes time. Yes it is your money, but you run it through thier services. And as such you MUST follow the T&C of that service. Im 100% sure that if you read the fine print on the contract for your services, you will find there is a fraud clause. In it, it will state the length of time nessasary for them to complete a fraud investigation.

They dont know you, they dont care to know you. All they know is that you have filed a claim of fraud AFTER the fraud has happend. They need to make sure you are you. And  that you didnt go ona multistate spending spree. Once that has been determined you will see you money back. The best you can do is HELP them. Send whatever they need to clear your name. It will expidite the whole process.

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#4 Consumer Comment

my usdirectexpress card was hacked too

AUTHOR: gids - ()

first file a police report. then file a report with the FTC. Notify every store merchant that allowed the unarthoeized charges. tell them its fraud and they did not do their due deligence. Get all the time and transaction dates from the bank.

stop dealing with the 8hundred number. call comerica bank direct. they will get your money back in 24 hours.

look@ the back of your card COMERICA is your bank

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