Troubleshooter: Government debit card meant to eliminate lost, stolen checks not foolproof

CLIFTON, Ohio (WKRC) - In an effort to deliver federal benefits to people, the government set up a debit card called "Direct Express." It is supposed to eliminate the worry of having a check lost or stolen, but it's not foolproof.

Gwen Stemmerding of Clifton relies on Social Security Disability money. She receives monthly payments on a Direct Express debit card and uses that to pay all her bills. But recently, when she tried to buy something, she discovered the money was missing from the card.

"The cashier kept trying to put the card through, and then she said let's try another way with your passcode, your PIN. So I tried my PIN, and my PIN was invalid. Somebody had gotten into my account and stole my money," Stemmerding said.

Money had been put on her Direct Express debit card. Yet it was gone just hours later.

As soon as Stemmerding realized she was the victim of fraud, she immediately notified Direct Express. They canceled the card, sent her another one, but they didn't do anything about replacing the money that was stolen.

"They said, 'Well, there's transactions on here for Saks Fifth Avenue. Somebody transferred $1,000 to JP Morgan Chase.' I said, 'Well, I don't go to Saks and shop for that much, and I don't have a JP Morgan Chase account," Stemmerding said.

In all, more than $1,500 was stolen, even though she never lost the debit card.

"My card was sitting in my wallet, so somehow it was done online or they made a copy of my card and did this. I don't know," she said.

Stemmerding filed a police report and notified Saks Fifth Avenue of the more than $400 fraudulently charged there.

Fortunately, Saks returned that money, but that's all she's received back.

"It's really shaken me to the core that somebody can just reach into your account and take your money out and you have no money to live on or pay your bills," said Stemmerding.

The money put on the debit card comes from a bank account at Comerica Bank. Local 12 notified them of the theft and they immediately contacted Stemmerding and began investigating.

It took a few days and some calls from Stemmerding, but the bank did return all her money.

Although many people use these Direct Express debit cards, the instructions for dealing with theft fail to state you need to notify the bank that issued the card.

[willielewis]

Do not use this card it's the worst card you will not get your money it's the worst service that I ever seen in my life please don't do it to yourself please it's the worst service

[sickrevolver]

happened to me today dec 1 money missing charges withdrawls i called ss direct express yesterday and today on hold 4 hours still holding cant replace with new card they wont answer

[darksixlord]

They have suspended my direct express card because they say I had fraudulent suspicious activity and now I have to jump through hope's to get my money off of it how do I get my money without providing any id to direct express

[drummonster]

It is impossible to get this company to address any situation either. They route you from one Catch-22 roadblock to another. I am missing nearly $20, 000 now, and I have currently been on hold with them for 6 hours today, for nearly the third month in a row. Everything that I do to have this addressed, causes them to distance themselves further and further from these issues. No one will give me an explanation for anything, and I have tried to settle 10 different issues with them, which always amounts to by going through their processes, which always amounts to nothing. The processes are obviously put there on purpose to discourage anyone who takes issue with their business practices. Comerica Bank, States they have nothing to do with Direct Express. Direct Express is apparently nothing more than a call center that can print credit cards.

[karonsanchez]

My card keeps saying that the chip has a malfunction. Why? It is impossible to get through to talk to be anyone. It also says that I have an Invalid Card too. Why?

[karonsanchez]

I am gonna call the Better Business Bureau. When you call the bank. YOU CANNOT GET THROUGH... for days. I want to change to another card. I have heard and seen things about this card. I can't even get a small amount of money from the ATM! Not fair to us!

[carlanderson]

I'm having the same problem I'm a 18yrs veteran Army Was stranded in Columbus, Oh 4 weeks

[savagestatus]

Same thing happened to me. They stole $1600 from my account within 2 months. I'm still waiting for my dispute to get resolved. Surviving on credit and borrowed money for now.

[christinec.]

Same thing happened to me on February 1st, 2019.
$1003.00 withdrawal from my account at an ATM in Florida: my card and I live in Oregon.
I don't know HOW they did it!
Still waiting for a provisional credit before the late fee's start pouring in from bills being paid late.

[xorobogirl]

BEHIND SSA-DX CARD APP
CALL CENTER CANT CALL?

[jahnissenicolelacsamana]

Better business gets paid by big corporations to go away

[jackiemarini]

I have had the card for years no problems. Im sorry for the other ladies thats awful.

[ermascott]

And it have happen to me many times but they did not give me back my money i have never begin to a amusement park in fla

[robertbobinis]

Im stuck in another state no food no gas nothing im disabled

[merlenehamilton]

Come on people lets not be Stupid, Direct Express is in on this, The system of Direct Express, was thought through carefully by the government, I' called Comerica, spoke to a bank teller, asked if I' could withdraw a large amount he flat out told me No!, Then he asked well about how much are we talking about that you would like to withdraw, I' felt like he was invading my personal space,

[shannomhalls]

Look on your Direct express statement & see who's chaase account# it was transferred to, contact Chase & find out who owns that account & press charges for theft of the amount transferrd

[LuisFigueroa-idou]

Direct Express I am not the one where is my money and my new card

[garyprater]

One thing the government needs to do is stop using these foreign companies to do their business transactions. I only use my direct express card to get a cash advance from a bank to put into. Y bank account there to use for shopping and pay bills. I treat my direct express card like a check for this very reason.

[peggyarmstrong]

This card is stupid. I have lost thousands of dollars since our government forced me to get this card. I hate direct express and I hate our government. I'm embarrassed to be a United States Citizen.