Consumer complaint received 2023-07-19
Company: Comerica
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I had my Direct Express debit card stolen on XX/XX/XXXX, tried cancelling my card through email correspondence and the email returned said they'll cancel the card. But it was too late, it was already accessed. Their response was they'll cancel my card, send me a new XXXX within XXXX days, of which it never came. I responded through my Direct Express account why it was taking so long and they responded there's no correspondence logged that I wanted it replaced. I have the emails to prove this. They finally emailed me stating I have to speak orally to them before any further action with my account could be taken. Due to having my phone stolen along with my Debit cards, I finally found a means of calling Direct Express and found someone had put another phone number on my account which wasn't mine. Thus, to do so, someone had to have corresponded with Direct Express using my name, XXXX number, ID etc which they had stolen, of which must also be the reason the Bank XXXX XXXX also reactivated my card -- how else could the transactions continue, otherwise -- without my knowledge? The transaction dates prove this. Someone already withdrew all the funds out of my Direct Express account, I believe I realized it on XX/XX/XXXX or XX/XX/XXXX when I saw the withdrawals in my XXXX transaction reports, which Direct Express sent for every transaction. I sent emails to Direct Express expressing this and they stated they'll do an investigation since I was now orally talking to them, replace my card which they did, approximately XXXX weeks later but their conclusion was that I withdrew all funds out of my account myself since my PIN was used, and they said there was no faulty bad PIN on my card. The same problem with Bank XXXX XXXX and XXXX debit cards, 'after ' I cancelled them. Why they'd justify declining my XXXX Claim stating there was no bad PIN is a mystery since they have no access or knowledge of it being faulty or a bad PIN as they stated when it was in use. In other words, their findings stated I withdrew it myself. I filed a police report, sent them a copy along with the details of my Direct Express being stolen, along with XXXX Bank XXXX XXXX debit card, XXXX XXXX card, ID, XXXX card and XXXX card to verify the theft in order for them to understand it was not 'me ' who withdrew funds from all XXXX cards and used the cards 'after ' I had the institutions employesl cancel them. Through the Bank XXXX XXXX it was determined that it was Identity Theft due to always having to have bank personnel at the branch I used in XXXX to verify my identity to the Fraud Dept upon every visit, and each time I was ordered to use the Bank XXXX XXXX 's 'land phone ' to prove I was the authentic XXXX XXXX XXXX the Bank XXXX XXXX account owner. They would not correspond with me on my own. In any event, at Direct Express, I had to wait 18 days just to talk to XXXX XXXX due to having to wait to get new ID that was stolen. I got reimbursed by XXXX for all funds, the merchants repaid all funds taken, thus, it's obvious my complaint if valid.

Company response to consumer: Closed with monetary relief