Consumer complaint received 2021-01-06
Company: Comerica
State: WA
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 complaint is against " U.S.DIRECT EXPRESS ''. I had " I.D . THEFT '' on XX/XX/XXXX. I checked my " U.S. DIRECT DEBIT CARD '' balance on XX/XX/XXXX, and discovered a discrepancy of an amount I didn't recognize. I immediately contacted " U.S. DIRECT EXPRESS " CUSTOMER SERVICE '', to submit a dispute. They put a " STOP '' on the DEBIT CARD I'd been using, and then issued a NEW DEBIT CARD. I proceeded to ask where this unknown charge came from, and was told a particular company, and was given the phone number associated with them. I called the number myself, so I could confront them, but it was to no avail. After dialing the number I was given by " U.S. DIRECT CUSTOMER SERVICE '', it became obvious that it was some sort of 'TELEMARKETING FIRM '', and first thing I heard was the typical " THIS CALL MAY BE RECORDED FOR QUALITY ASSURANCE ''. So the " U.S.DIRECT EXPRESS '' dispute department mails you a " DISPUTE FORM '', and you are expected to return it within 10 days. They then review your dispute, and claim to make a decision within 45 days. By the time I received the dispute papers in the mail, a few days had already passed within that 10 day period, so it would be impossible to get it back to them within 10 days, without paying for OVERNIGHT delivery. I was unwilling to do that. I proceeded to send the dispute form and waited. The 45 day waiting period turned into almost 60. I contacted " U.S.DIRECT EXPRESS '' " CUSTOMER SERVICE '' to inquire about the dispute decision, and was told that because the dispute form was not returned within the 10 day period, that it was still ongoing, and no decision had been made as yet. In addition, I had previously had " I.D.THEFT '' in XX/XX/XXXX. At that time, my entire " SSI '' benefit amount had been depleted. I went through the same process, filed a dispute, no decision was made, and their office was at fault for the " I.D . THEFT ''. I've reported " U.S.DIRECT EXPRESS '' to the "XX/XX/XXXX. '' about both incidents, and they were very familiar with this company, and stated that " U.S. DIRECT EXPRESS '' was at the very bottom of their list for " REPUTABLE '' companies, and they had received thousands of complaints about them. They suggested that I contact you, because they felt you would be able to help more then they could. I also spoke to a lawyer about the XXXX incident. She was quite familiar with " U.S. DIRECT EXPRESS '' as well. Her colleagues filled in her in on a few cases involving this company. She stated that " U.S.DIRECT EXPRESS '', never answers a lawyers call, so she proceeded to write and send them a letter on my behalf. UNFORTUNATELY, she submitted the letter with incorrect dates of the " I.D.THEFT '', so it was completely ignored. I informed her of this discrepancy, and she re-sent the letter with the correct dates. Neither one of us ever heard anything back from them.

Company response to consumer: Closed with monetary relief