- Report: #1158055
Complaint Review: Direct Express - Nationwide
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Author Not Confirmed
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Direct Express
Nationwide, USA
Phone:
18887411115
Web:
www.usdirectexpress.com
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Business Rating:
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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
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.
Angry-Conyers,Ga.
1 Updates & Rebuttals
Tyg
Pahrump,Nevada,
Stolen vs fraud
#2General Comment
Thu, July 03, 2014
The reason they did not give you your money back is simple. Its the difference between fraud and stolen. Stolen means, as YOU said she dropped her card. Now NORMALLY this wouldn't even be a issue since the PCI (payment card industry) requires a debit card to have a pin number, and a credit card MUST present a VALID ID matching the name of the person on the card. Since this money was STOLEN because of your mothers mishandeling of her card, they wont refund it. SHE dropped the card. Fraud, by definition is an attack on her account where SHE has NO RESPONSIBILITY on her end. Such as she went shopping online and her number was "scrapped". Since it is HER RESPONSIBILITY to secure HER card, and she did not do this. So because of her inability to put her card away, I.E. dropping/losing her card, SHE has the majority of responsibility. Im also betting that she shops locally so the card company is not going to be able to differentiate between HER purchases and the THEFT. THEY don't know that your mother didn't just have a "senior moment" and forgot that she purchased something and are NOT going to just give you or her FREE MONEY until an investigation is completed. THEY are pretty sure that if they DID do this, you or your mother would BAIL the moment the money is asked for back. While I applaud your going to bat for your mother, there are things they just cant do.
