My wallet was stolen due to my carelessness. From Aug *, *:** pm EST, I tried to contact Direct Express but to no avail. An hour after my wallet stolen someone cleaned out my account of $***. Finally, on Aug *, *:** pm EST, a customer service rep answered. I explained my problem and that my pins had been changed. I have * cards, one for SSD and one for SSI. I knew the one card's number and I was able to reset the pin. But, I didn't know the other one because I don't use it as much. She acted like she was being helpful, as it turned out, she wasn't. She explained that there would be a service charge of $**.** to expedite delivery of the replacement card. I had money on one of the cards, however, this woman replaced the card that was cleaned out, charge the $**.** service fee to that card and did not reissue the other one with money. Either she has to be the dumbest person in the world or she is the greediest or meanest. That person with my wallet could come back and steal the money on that other card. I know that she did that purposely because after canceling that card, I wouldn't be able to contact them any more until the new card arrived. * After processing the new card, she said I would need to file a dispute and that she would transfer me to that rep that handles dispute. I then asked her where that business was located, she was it was from an ATM, named *** STREET. I told that is the name of a street here in Knoxville and not a business and that atm has to be located in some type of business. No person in the right mind would place an atm on the sidewalk with no protection. At that point, she became vague and wouldn't answer any of my other questions. I was then transferred to the dispute rep, noone ever answered. After an hour and twenty minutes the phone disconnected.* I may be wrong but I think that those customers service people may be involved in the theft of my money. If the person used an atm, they can not get any money without knowing the pin. The money was taken out in two large chunks at a mysterious atm named *** STREET that didn't transmit any of the pertinent information to verify its legitimacy. She told me the there was no address, street or ip or ownership data sent to them. * Another thing is that, I was calling them repeatedly and each time, I had to key in my SSN and pin. But, then on the last call before the money was taken, I was suddenly unable access the account because the pin had been changed. I then went to the Direct Express website and saw the two withdrawals less than forty-five seconds apart. If, in fact, it was used at an ATM, the thief had to have changed my pin. They would have a record of that change taking place because the only way to change it is by telephone. But once again, there was a limit of $*** on the amount per withdrawal. I tried to withdraw $*** one time and it was declined. Who and when was that limit changed. I was never notified of the change.* It is their unwillingness to help the victims help themselves with valuable information that could assist in catching the thief that makes me believe a deeper involvement of that company. I am more than willing to do the leg work and report my findings to them. When I look over my transactions on the website, all listings have information that relevant to those businesses.* Since I began writing this all access to my account web or mobile has been severed. I fully expect the other account to empty as well when I get my new card. Because I can't get past the automated system because I don't know the number of the new card or the second one, I not able to find out what's going on.
GetHuman-chinng did not yet indicate what Direct Express should do to make this right.