Consumer complaint received 2020-06-09
Company: Comerica
State: MN
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:
My Direct Express Debit card was stolen around XX/XX/XXXX. It was then used without my permission or authorization twenty times from XXXX resulting in transactions totaling over {$9500.00} mostly at a casino. 

No debit card I have ever had allows that much to be pulled out over forty eight hours. It should have been flagged but it was not. Direct Express is now denying my fraud dispute too.They are refusing to pay me back the money they owe me. 

Direct Express will not even give me a reason for this denial or tell me why they are not giving my money back. I was told by a woman in customer service on XX/XX/XXXX that it does not matter why it was denied as there is no way to appeal their investigator 's decision. 

I am asking that a manager at Direct Express review my claim and contact me as soon as possible with a full explanation and that they credit back my money to my account immediately I became aware of the theft of my card on XX/XX/XXXX. I called Direct Express right away after talking to the local police and filing a report because I saw my card was just used twenty miles away. 

The police investigated locally and identified the person that did it. They sent the case to the county attorney for charges. I spoke with the police several times and cooperated in the investigation completely. 

The thief got access to my card by entering my house while I was not there. He took my card along with some social security papers, cell phone, notebooks and an old computer. 

I had called the police twice in the weeks prior to report a car theft and assault. This guy had been stalking my roommate. She also talked to the police about it. This is the same guy police found on the cameras. 

There is no valid reason I am aware of for denying this. I reported it on time. I returned the proper paperwork. I filed a police report and cooperated with the investigation. I also sent a detailed two page summary of the events. I called four times to see if anything else was needed as well but was never able to speak to anyone that could tell me anything other than it is denied. 

I absolutely did not give my authorization or permission to the person that stole my card. In fact, I had no idea it was being used until it was too late. I was visiting my kids in XXXX XXXX and helping my daughter move or I might have noticed.Still, there were no notices or anything sent to me. 

I have included a copy of the letter I got after the fact and it clearly states that they did not even know when the deposit was being made. ( This too would have probably kept the money from being taken because I would have taken it out most likely and got a cashiers check. ) This is a legitimate case of unauthorized use of my card by someone who broke in and took things from me. I am asking that this be addressed immediately. My account needs to be credited for the entire {$9500.00}. 

On XX/XX/XXXX before I called the card in, I called the police and filed a report because I saw my card was just used twenty miles away. They have investigated and identified the person that did it. They sent the case to the county attorney for charges. I spoke with the police several times and cooperated in the investigation completely. 

I faxed the paperwork back and then called them on XX/XX/XXXX and XX/XX/XXXX to make sure that they had it. I was told the claim was still pending but the lady did check to see that they received my information. 

They did nothing to stop repeated withdrawals over and over at a casino that I was hundreds of miles from at the time. Now, they just deny my claim with no explanation.and will not even consider an appeal. 


Thank You For Consideration, XXXX.

Company response to consumer: Closed with explanation