Complaint Review: Direct Express

On January 20, 2014, I made a fraud claim concerning my debit card .ugh your company.

On January 20, 2014 – I was dining at Applebees.   I was paying for the meal with the debit card in question. 

 I was informed by the waitress that I didn’t have sufficient funds on that gift card to pay for the food.    

I called the number on my Direct Express card for a balance.   I was informed by the automated attendant on the phone that my balance was zero (0). 

I left Applebees and came home, and called Direct Express to report the fraudulent use. 

 I was given a list of transactions made on the card and  3 of them were fraudulently made on 1-19-14 at Welcome Pantry #5 in Stone Mountain, Georgia for $535; back-to-back purchases which should have raised suspicion.   I proceeded to tell the lady I didn’t make those charges, that I had no clue what Welcome Pantry was,  no one had my card then or ever, and no one knew  then or now my PIN.    The fraud rep asked if I would be willing to prosecute and I said “Yes, to the fullest”.   They deactivated my old card and issued a new one on this same date and stated I should receive it within 7 to 10 business days.

After I made the fraud report to Direct, I did a web search of Welcome Pantry in Stone Mountain and found an address of 5975 Memorial Drive, Stone Mountain GA.  On 1-21-14, I went to that location which was a Chevron Gas Station, talked to a man who stated he was the owner and told him about the fraudulent use of my card.    I asked about cameras, and he stated after 24 hours the tapes are erased.   (My after thought was that I probably shouldn’t have gone there) 

On Friday of the next week, January 31, 2014, I received a fraud affidavit form from Direct Express for me to fill out giving a detailed outline of what occurred, and a letter from Direct Express stating they would be doing an investigation and they would replenish my funds  if they received my paperwork back within 10 days from the date of which I reported the fraud to them, which was 1-20-14.  It also stated that I should make a police report, which I did, Rpt No. 14-010596, Off. Cogdell.    I received this paperwork from Direct Express 11 days after the report, so there was no way I could get it back to them within the 10 day time frame.   I mailed it back to Direct Express on February 1, 2014. 

On Wednesday, February 5, 2014, 16 days after the new card was reissued, I still had not received it, so I called Direct Express, had to have that card deactivated and pay $13 for an expedited card and $4 for a replacement card.  I was told I would get the card by Friday, 2-7-14.  On Monday, February 10, I called Direct Express because I did not get the card on Friday, 2-7 and should not have been charged the expedite fee nor should I be charged the replacement fee because I never received the card that was issued on 1-20-14.   The expedited card came later in the day on 2-10-14, and the replacement fee was refunded.   The expediting fee should have been refunded also, but it wasn’t.    While on the phone with the service rep, I inquired about my claim and he stated they just received my fraud affidavit form that day, 2-10-14, 9 days after I mailed it back. 

On February 18, 2014, I received the card that was supposedly mailed to me on 1-20-14, the first card issued – 29 days later. 

I was placing calls to Direct Express and the Police department (case assigned to Det. Neal) for a status of my case, periodically.   Direct would only tell me it was still under investigation; and the police said they couldn’t do anything until they talked to Direct, and when they called they would get the automated answering that “all reps were busy”. 

During the week of March 3, I received a call from one of your Fraud Department representatives for a statement from me concerning the incident.   I gave her the investigating detective’s name from my local police department; and I gave a statement answering any questions she asked.    Now, after recounting over in my mind what I stated to her which may have raised suspicion on her part, is that when I stated my Direct Express Card was declined at Applebees and I paid with my Bank of America card, she asked “is the charge on your Bank of America card?”   I told her I had not checked because I was more concerned about the fraud use of $1605 than I was about the Bank of America Applebees charge, and it never crossed my mind to check, which is the truth.    Okay, so I didn’t react the way your rep would have.    I noted, however, that the Applebees charge did show up on the Direct Express statement and not on my Bank of America card statement.   Maybe the waitress did something wrong, I’m not sure, but that is no reason to deny my claim.   

I called March 13, 2014 and was informed my claim was denied because of conflicting information.  

Appealed Decision March 14, 2014 via letter.