Consumer complaint received 2020-07-10
Company: Comerica
State: GA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX, XXXX charged me XXXX on my direct express card which is where my direct deposit is issued from the social security administration. I filed the proper dispute electronically and sent the dispute via my email. They cancelled the card that ended in XXXX and reissued me a card ending in XXXX. They issued the refund of XXXX to the XXXX card number at first. Then they removed the XXXX from the card. I called and they said they did it because the card had not been activated yet. A rep named XXXX told me to call back when I receive the card after activating it and they would reissue the funds to the active card. I did just what she said. Then I notice the funds never transferred over to the XXXX as stated. I have been calling almost everyday to see why the funds were not reissued. I spoke to one supervisor and he assured me that within 24 to 48 hours the issue would be resolved. It was not. I called again and they would lay the phone down and/or hang up. I called again and one aggressive rep told me that my funds would be on the card XX/XX/XXXX, which is today. So before I started my class, I decided to call only to get customer service representatives to perceive me as being totally ignorant. For example, we were discussing the issue and she said it would be until XX/XX/XXXX before my refund could be issued. I told her, are you kidding me? Please let me speak to a supervisor. Then she played the XXXX XXXX XXXX line from the movie on me, " I can't hear you, can you hear me now '' and finally said I can not hear you, you are going to have to call us back. I called again and got another rep who started to act just like her and placed me on a long hold. She came back and said they had not received my dispute form whereas the previous rep last week validated she had already received it. So they started to act as though I had a case of XXXX already to attempt to confuse me with who did I speak to? There are so many names, so can you tell me who told you what. So this rep, XXXX decided to just do right and said she did not want to tell me anything wrong and put me over to another supervisor named XXXX. This supervisor was the one who I referenced about who did I talk to. She also stated that they could not give me the funds because they had not received my dispute form. She furthered stated that it would also be XX/XX/XXXX before I would receive the funds. I told her that supervisors solved problems. She said she could not let me talk to another supervisor because they were all on the same line. She said she could email them again and it would be another 24 hours before they responded. So I told her that was the same thing the previous supervisor told me and it has been more than 5 days. So I went human on her and told her, how would you feel if someone treated your elderly mother that way? I could tell that I was old enough to be her parent by her voice tone. She said, I understand I would be upset to but never resolved the issue. So I told her I was not going to call again because I have children who work in the same field. I believe I hung up before she said her closing remarks. But the point is, you don't know who you are speaking to on the other end of the phone. You don't know if you are on a conference line that been muted. My friend who is an attorney was on the last call listening in and told me to file a complaint with you first and to immediately contact the Social Security Administration about this issue. I did but the social security office needs an account number and routing number before they can direct my funds somewhere else. I have heard how elderly people are verbally abused and not get issues resolved because of customer service representatives just like the ones I have encountered all week for only XXXX. Imagine if it was XXXX. So I want them to hear me now, this is not how you treat seniors who have paid funds into the system and you don't have enough professionalism to do what your job expects of you. I might as well have been talking to a foreigner because this is how they mocked me, played phone tag, hung up the phone and repeated inconsistent remarks and facts and just outright lied. A Kindergartener could have done a better job of just doing what is right. XXXX XXXX

Company response to consumer: Closed with monetary relief