Consumer complaint received 2021-05-20
Company: Comerica
State: AZ
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX I went online to use my cash app account, and the amount I originally requested was declined by my bank. So I logged on to the direct express website to see what was going on with my account. I saw an ATM transaction in the amount of {$800.00}. I did not do nor approve this to be done. I checked my purse to see if my card was there, and it was, so I was concerned with how this ATM withdrawal was made. I called Direct Express after transferring a lesser amount to my cash app. ( The only way to have access to my funds as I would have to cancel my card and wait for a new one in the mail ) Upon calling Direct Express, they require you to enter your PIN number into their system, to gain access to your account. My regular pin number did not work. I then had to enter my social security number into their system, to change my PIN number, to gain access to my account. 
It is then I realize my information must have been stolen and used to change my account information and the ATM withdrawal, as I have been home and not gone out the day the withdrawal occurred. 
I changed my PIN, and regained access to my account, and went through the prompts to file a claim with Direct Express. 
They transferred me to a third party company, that stated they needed to verify my identity over the phone in order for me to dispute the {$800.00} ATM withdrawal, and get my money back. 
I received the verification code of XXXX. Which I'm still unsure of the point of all that process. They tried to charge me for a service I stated I did not need nor want. I asked them how or why it would be required for me to sign up for a service to continue filing a claim with direct express. The person explained that I wasn't required to sign up for anything, that the services provided were just an option if we wanted to take advantage of the opportunity or something to that nature. At this time I had transferred another {$10.00} to my cash app card, just in case it would be needed to complete the verification steps. I was disconnected from the phone call, and I had to call Direct Express back to restart the process of filing a claim. 
This is now about XXXX XXXX. the next day. XX/XX/XXXX I finally got a hold of someone at Direct Express and opened up service request number XXXX. 
I was told I would be getting some forms in the mail, which I did, and to return them by XX/XX/2021. 
I then had faxed over to them on XX/XX/2021 and on XX/XX/2021. I have confirmations for. 
I had to fax my information to them as The Originals I sent in the mail were returned undeliverable to me by the post office. 
On XX/XX/XXXX I received an email from the fraud services department, fraud investigations team. It had no cover page or information on it, other than what looks like a screenshot of their internal system. Stating my claim has been closed, due to conflicting information. I then tried to respond to that email, and find out what is going on with my claim. I faxed my reply, along with additional documentation of the sequence of events described above, to Direct Express on XX/XX/XXXX. 
On me XX/XX/XXXX I finally got ahold of someone from Direct Express. They advised me that in order for my claim to be appealed, ( I stated I haven't even been notified in writing of the decision ) I would have to obtain copies of screenshots of the ATM footage. Showing if someone other than myself using the ATM for the contested withdrawal amount {$800.00}. 
I have tried multiple times and had no luck getting ahold of someone from XXXX  XXXX XXXX to obtain the information requested from Direct Express. I am having trouble reaching anyone in the fraud department as I don't currently hold an account with XXXX  XXXX XXXX. I feel this claim has been mismanaged and unlawfully closed by Direct Express. As the mailing address for the claims department is undeliverable, I find it hard to hold faith in my claim being resolved acceptably. Especially with so much unprofessional behavior, which has been documented above. 
I have since notified and filed an FTC report, as well as the original XXXX police report, and notified the three credit bureaus. I have used the sample letters in my request to XXXX  XXXX XXXX, but they would not be taken to the correct department, as I don't have an account with them. I am at a loss as to what to do now to get my claim resolved or even how to obtain the required information I feel direct express is unfairly asking of me.

Company response to consumer: Closed with explanation