On July **, **** I checked my balance by phone before going to the store. I noticed tha...

GetHuman-teenagep's Dispute a Charge issue with Direct Express from October 2019

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The issue in GetHuman-teenagep's own words
On July **, **** I checked my balance by phone before going to the store. I noticed that my account balance was several hundred dollars less than it should be. I tried to log into the direct Express site, to check my balance, but it would not let me. I tried to contact direct Express and after several calls that could not go through due to high call volume and ** minutes on hold I was finally able to reach someone. I asked him what the charges we and he told me there was one from google totaling ***.** dollars and to call google to have them stop the charges. He did not have me cancel my card or tell me that there was another charge to google of ** dollars. I contacted google who did not come up with anything in an investigation. I tried contacting direct Express for * days and again due to high call volumes could not get ahold of anyone. While this was happening there were * more fraudulent charges * foriegn and * from iTunes in California made on my card. When I finally was able to get ahold of someone she had me cancel my card, told me she was sending a new one and a package to despute the charges and asked if I wanted expedited shipping on the card for a charge to which I said no. A few days later I got an email from ups saying they had delivered my card, the card was delivered to the wrong address, and the despute packet never arrived. When I contacted direct Express about the card being delivered to the wrong address and not receiving the packet, they said they would send a card, but I would be charged for it. I told them I should not be charged because they sent it to the wrong address, to which they said they would waive the fee and send the despute packet. On July **th they charged me **.** for expedited Shipping of the card which I explicitly said I did not want, and they never sent me a despute packet. On September **th they gave provisional credits for * of the purchases while they investigated the charges. I still had not received the packet to despute the charges and include my police report. And they did not credit me for the * other fraudulent charges. October **th I recieved a letter saying they had investigated and were not able to prove fraud had occurred and will be reversing my credit and be taking ***.** back from my card. Again I was never provided the packet to despute or provide further information for their investigation including a police report and the facts that * of the charges were in California and two out of the country in a foriegn language while I live in kansas. I am on disability and them taking the money back is detrimental to me and my living situation. I have not been able to get ahold of anyone at direct Express since receiving the last letter. There are no family members or friends that have access to my card, all of these charges occurred while I was sleeping.**I would like the money from all * fraudulent charges returned and left on my card, since I tried to report the first one immediately and was not instructed to close my card, but instead instructed to contact google, resulting in more fraudulent charges. I am still not able to get ahold of anyone due to high call volumes.

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Direct Express

Dispute a Charge issue
Reported by GetHuman-teenagep
Oct 14th, 2019 - 2 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 21010 others
0 customers following this

Timeline

GetHuman-teenagep started working on this issue
Oct 14th, 2019 12:14pm
GetHuman-teenagep indicated the issue is not fixed yet.
Oct 16th, 2019 5:12am