Consumer complaint received 2022-05-28
Company: Comerica
State: NV
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 I used my US Direct Express Card at XXXX XXXX in XXXX XXXX where I live. On XX/XX/XXXX I checked my account for an expected deposit and noticed the account was empty and there were many charges that I did not make. 
I contacted them immediately and had the card cancelled and reissued. On XX/XX/XXXX I received two letters. The first one stated that I was being given a partial refund of {$730.00} for the completed investigation. The second said I was being issued a provisional credit of {$5300.00} for the not yet refunded amount until the investigation is complete. I did not receive the provisional credit so I contacted them on XX/XX/XXXX. I was told that it may have just not posted yet and to call in a week if it wasnt there. I called back a week later and was told that they took the provisional credit back because it was a large amount. They were still investigating and it would take 45 days. 
I called on XX/XX/XXXX and was told they were still investigating and needed more than 45 days, that it may need 90 days and to just keep waiting. 
I called again on XX/XX/XXXX and someone named XXXX opened an escalation and that it would take 3-7 days to be resolved. I called again eight days later on XX/XX/XXXX and was told that the escalation was open but that it may take another 1-3 weeks to complete the investigation. 
I own a business and was under the impression that they should have issued the provisional credit regardless of how much it amounts to if they take longer that 10 or 15 days. I still havent received it. 
The investigation should be pretty easy considering I was saving money in this account and not spending much, then all of a sudden someone went on a spending spree and emptied the account in a week all in a state I am 1000 miles from. 
Below is a list of the fraudulent charges. All of them are from the XXXX, MI area. I live in XXXX XXXX, NV and have not left town in years. Several of them are bill payments to debt collectors and car/phone/power payments. The card never left my possession. One of the charges is XXXX which is a purchase to get my personal information, Im sure. 
XX/XX/XXXX XXXX XXXX {$400.00} XX/XX/XXXX XXXX XXXX {$100.00} XX/XX/XXXX XXXX XXXX {$150.00} XX/XX/XXXX XXXX XXXX {$100.00} XX/XX/XXXX XXXX XXXX {$65.00} ( Refunded ) XX/XX/XXXX XXXX XXXX {$100.00} ( Refunded ) XX/XX/XXXX XXXX {$34.00} ( Refunded ) XX/XX/XXXX XXXX {$100.00} XX/XX/XXXX XXXX {$69.00} ( Refunded ) XX/XX/XXXX XXXX XXXX {$120.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$400.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$100.00} XX/XX/XXXX XXXX XXXX {$880.00} XX/XX/XXXX XXXX XXXX XXXX {$98.00} ( Refunded ) XX/XX/XXXX XXXX XXXX {$23.00} ( Refunded ) XX/XX/XXXX XXXX {$880.00} ( Refunded ) XX/XX/XXXX XXXX XXXX {$650.00} XX/XX/XXXX XXXX  {$29.00} ( Refunded ) XX/XX/XXXX XXXX XXXX {$300.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00}

Company response to consumer: Closed with monetary relief