Consumer complaint received 2023-10-17
Company: Comerica
Product: Prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
I am writing to you directly now to seek your assistance. The initial complaint was submitted in XX/XX/XXXX, and even after eight months, you have only partially resolved my problems. Now I do not even have access to my money as the card is blocked. 
It has now been close to 19 months this is getting ridiculous. Please find a chronological overview of what was done so far : XX/XX/XXXX : A replacement debit card was sent as her current one was about to expire. XXXX XXXX was unable to activate the card, resulting in the account being locked. 
XX/XX/XXXX : I attempted to call the cards customer service with XXXX sitting in my office to resume the service on the card. 
XX/XX/XXXX : We called once again and were told to fax or email XXXX identifying documents. 
XX/XX/XXXX : Given XXXXXXXX XXXX age of XXXX and her primary language being XXXX, she brought her niece to my office to see if this would improve the results. 
XX/XX/XXXX : I sent XXXX XXXX passport, but it seems that there was a miscommunication as two pieces of ID were expected. 
XX/XX/XXXX : For unknown reasons, the second piece of ID was not accepted by the fraud department, and we did not receive feedback about it. 
XX/XX/XXXX : I tried sending more documents, but they were still not accepted. 
XX/XX/XXXX : I assisted her in submitting a claim to allow her to access her money on her Direct Express debit card, as she was never able to activate the card. 
Since we were unable to get results from Comerica 's customer service to activate her card, we pursued assistance via the CFPB. 
XX/XX/XXXX : You attempted to reach out to me. 
XX/XX/XXXX : You sent an email, and we were able to partially resolve the issue. I say partially because the card ending in XXXX was activated, but it did not allow XXXX to withdraw cash from ATMs. 
This issue is particularly problematic as each transaction incurs foreign charges. You advised the issuance of a new card. 
XX/XX/XXXX : XXXX received the new card ending in XXXX, which still acted like a credit card, not a debit card. 
During transactions, no PIN was requested, and ATMs did not allow for cash withdrawal. Customer service informed us that it was faulty and reissued a new card. 
XX/XX/XXXX : XXXX received another new card ending in XXXX, but it still did not work. Customer service requested her to try another ATM within 24 hours of calling support. 
XX/XX/XXXX : She tried withdrawing cash but was once again unsuccessful. Finally, we spoke to another agent who mentioned that the card needed to be Whitelisted, have the Ban lifted, or be International OPT enabled. 
We were hopeful that this would resolve the issue, but XXXX still could not use the card. 
XX/XX/XXXX : We called again to have the card Whitelisted, Ban lifted, or International OPT enabled and were told to send XXXX identity once again to XXXX under ID Verification - XXXX  XXXX. 
Unfortunately, XXXX passport had expired on XX/XX/XXXX, and she is currently waiting for a replacement. She has no other ID except for her birth certificate. 
XX/XX/XXXX : We called customer service, and the lady informed us that the card is locked and we need to contact Social Security to unlock it. 
De : XXXX XXXX XXXX Date : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX : Rp. : OTHER XXXX XXXX *********** ________________________________________ Select Inquiry Reason All Other Requests Primary Number Holder* First Name XXXX XXXX Name XXXX Date of Birth XX/XX/XXXX Last XXXX digits of Social Security Number : XXXX Beneficiary Notice Control ( BNC ) Number : XXXX Claimant or Beneficiary ( optional ) First Name XXXX XXXX Name XXXX Contact Information : Email Address : XXXX Telephone Country Code XXXX XXXX XXXX XXXX Primary Telephone Number : XXXX Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX United States Map It Issue : The address above is the mailing address. The residence address is XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. 

Direct Express has requested me to contact you to verify my identity to reactivate the usage of my direct express debit card which has been disactivated since yesterday. 

{ XXXX } XX/XX/XXXX I tried calling XXXX XXXX XXXX Vice President Corporate Quality Process Department Comerica Incorporated XXXX XXXX and left a message on her voicemail. 
XX/XX/XXXX She returned my call but I was on another call. 
XX/XX/XXXX Up until today, I tried calling XXXX a total of 6 times and was never able to reach her. 

As you can see, SSA has referred me back to you. This case is becoming increasingly dramatic, and I am desperate for a final resolution to this nonsensical ordeal in banking services that has now persisted for 19 months and involved four debit card issuances. It is highly unfair to treat me like this and not letting me access my Social Security benefits. I urgently request your immediate and comprehensive assistance in resolving this issue.

Company response to consumer: Closed with non-monetary relief