Consumer complaint received 2022-10-21
Company: Comerica
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Direct Express is an dishonest company and I can prove it in any court. I took all steps and gave them every opportunity to correct the issue and they continue to deny my claim. 
The issue : I called XX/XX/2022 to report my card stolen. I had {$170.00} left on my card needed for bills. I elected to get my replacement card with " expedited '' service which cost in all {$17.00} ; they tell us it will take XXXX business days to arrive. Since I am awaiting a new apartment I had them send it to XXXX XXXX XXXX XXXX Post Office. No one made me aware that they can not send mail expedited to XXXX XXXX. To the contrary, they said it will arrive in 2 days. I took a bus down to the post office on the second day and everyday after for 5 days. I called back as it never arrived. They apologized and told me they would resend it. Again it never arrived. XXXX weeks into this of me calling daily a supervisor finally made the commission that they can not send expedited mail to a post office. Yet, they charged me for it anyway, and charged it 2 times. I gave them a friend 's mom 's address and they again charged me the expedited fee and 18 days later ( in all ) I received the card. Normal free charge would have gotten to the post office in 10 days. There was no culpability on my part what-so-ever. A supervisor told me whoever took the order should have known they weren't allowed to send a post office expedited mail. This is true though it was not XXXX employee it was approx. XXXX employees as I called back over and over again and even talked to XXXX supervisors and they assured me it would be there everytime. At some point I reached XXXX nice supervisor who apologized and stated this was an easy fix and all fees would be credited back of the XXXX fees they charged apparently XXXX was credited back and {$35.00} dollars in all was deducted leaving me with only {$140.00} dollars. It was sent in as an appeal and denied everytime. What part of this are they missing? Why should I pay an expedited charge when it was a service they never had in the first place. I expected as any sane person would, " XXXX XXXX, we apologize that our employees told you we would send it expected and we will credit the expedited charges back right away. It took us 18 days to get you the replacement charge therefore no charges will apply, as it was no fault of your own! '' That they never did. I have talked over and over to various rude employees and supervisors that repeat though it's not my fault they will not refund the charges all decisions are final. Today, I mentioned that I was willing to talk to the supervisors supervisor and she again said tough luck we aren't crediting the money back. I stated I would take them to small claims court and she said, " Yeah do whatever you want to do I don't care. '' If this is the best social security can get to process their payments everyone is in trouble. I Will take them to court as I am in the right and it is my belief any XXXX grader could see it as something so simple. It took 16 days longer than stated to arrive due to untrained employees and what burns me is the fact they charged me for an expedited charge of a service that doesn't exist. They never sent it to the post office not even tried to as they knew XXXX would not accept the package. Yet, they felt justified charging me for it anyway. And then on appeal they still thought it ok to keep the charges in place for their mistakes. This is an outrage and clear example of big business fraud. Too big too fail is what economist call it because they know 90 % of victims will do nothing about it and the few like myself will be paid back down the road of the same money so they have nothing to loose as no penalty or fine or punitive damages can be sought in small claims court. Therefore I am going to sue them in a regular court where interest, punitive damages can be awarded by a jury. {$35.00} dollars is not a small thing for anyone on a XXXX check. If they have these policies in place they are probably making thousands upon thousands of dollars in trumped up charges that are dishonest and I want them to pay in the biggest way possible. I will donate any monies to charity but unless they are hit hard with some financial penalty they will do it over and over and over.this is the meaning of too big to fail. Please advise me of what you do with this formal complaint. It is no longer good enough to credit the {$35.00} dollars back considering all the time I wasted researching this and hour hold times everytime I called Direct Express. The interest and time accumulated for their fraud must be factored in. For reason they continue to deny this is my proof they are still committing fraud at the highest level. I will await a response in a timely manner. All calls are recorded so Direct Express has no reason to not examine this case in determining if I was even slightly at fault during those long 18 day wait. No excuses. Thanks in advance for following up on this case. 
Best Regards, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief