Consumer complaint received 2023-09-20
Company: Comerica
State: FL
Product: Prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
On XX/XX/2023 I was mandated by court to enter a 6-month XXXX XXXX  XXXX  for substance abuse issues. Upon admission I turned over my personal property and my wallet to be stored during my stay. The facility is always locked, residents can not have visitors nor access the phone. My family left XXXX  with the front desk personnel, and I was unable to communicate with them. I completed the six-month program and was discharged on XX/XX/2023. Upon discharge I had been informed that my stored property could not be found. I had to leave without my bag, personal effects and my wallet which held my license, insurance cards, and my Direct Express card that my Social Security checks are deposited into on the XXXX of every month. 
When I arrived home, I went online to Direct Express to check my balance information. I was shocked to discover that my balance did not reflect the social security deposits from XX/XX/XXXX until XX/XX/2023. I was horrified to discover that I was completely broke. I called direct express and verified that the deposits had been made each month and was told that there were withdrawals made with a Direct Express debit card and my pin number.. I filed a fraud report and a claim to have my funds returned and got a new debit card with a changed pin number. i received a claim questionnaire from direct express which I filled out and returned to them along with a copy of my admit and discharge paperwork from the treatment center. I sent a letter that informed the fraud dept that i was physically unable to use my card or withdraw money while in treatment from XX/XX/XXXX until XX/XX/XXXX, XXXX. I reported that I had not given anyone authorization to use my debit card or withdraw funds at any time .My claim was denied by direct express and I was told by the fraud department to resubmit the claim, which I did .I spoke to a supervisor from the fraud department and told her that I was without any funds to pay rent, eat, or pay for public transportation in order to work. I continued to call the treatment center to enquire about my belongings, but they had not been found. Direct express asked me where I kept my atm pin number and I told them that I have a XXXX  XXXX  that has caused me to suffer from XXXX XXXX XXXX and I have to keep all necessary phone numbers and pin numbers in my wallet, or I would be unable to access anything including the ability to get into my phone. 
My second fraud claim was denied and I was told by a fraud supervisor that my case was officially closed and would not be reopened. I can not understand or believe that my claim could be denied when I was physically unable to use my card or go to an atm and withdraw funds. There were phone calls charged to my debit card to someone in XXXX  which I could not have physically placed. A replacement debit card was ordered and sent as express delivery to my home address in XXXX. I could not have ordered the card nor received it. 
I humbly request that the CFPB reach out to Direct Express in order to get a better understanding as to why they refuse to return my stolen money. It is a matter of survival for me at this point.

Company response to consumer: Closed with explanation