Consumer complaint received 2023-09-25
Company: Comerica
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2023 I discovered that my Direct Express card, which is a company that works with The United States Social security program, had only {$6.00} left on it.i never allow the card to go under a certain amount and was shocked that the card had a very low balance. I called Direct Express immediately and was helped by a very professional customer service rep.representative. We went over all of the transactions one by one and discovered that all were made online and from another state. I have never used this card in a careless manner, because I am the representative payee for my elderly patient. We always used the card for ongoing medical supplies and services and for grocery shopping. We had a pattern every month of how that card was specifically used and all of these fraudulent charges were just not our pattern. I was told that I would be receiving a questionnaire in the mail and that I should answer it and send it back in ten days. I did everything I was asked to do. I also later found additional charges from the month before after I went on the website to look at all of the transactions. I was told to open a new case for the additional charges which added up to {$140.00}. I received a letter saying that a provisional credit in the amount of {$140.00} was issued back to me on XX/XX/2023. I called direct express several times to try and get more information about my first claimed dispute and was finally told that that was denied and closed. I was shocked and angered. I had been trying to get to a supervisor and everytime I was hung up on. It was a very easy case to prove that these were fraudulent charges and Direct express just did not want to pay back the {$1100.00} that was stolen. I am told that I can not appeal this decision and that there is nothing I can do. This is an outrageous statement. I have called the Social Security department and they seem to know about multiple complaints about this Direct Express Company and how it treats its customers. I was also informed that Social Security only distributes the monies and once its in the hands of Direct Express, The can do nothing else. I believe its the people who are working for this company, who are stealing peoples Social Security benefits. I have never had such a bad time trying to get answers for a decision like I have dealing with this company. I have canceled all future payments to Direct Express from Social Security. A company that will only pay out small fraud cases but not go after the big cases is suspect to me. It makes them look like they are backing up their consumer protection numbers, when they are really only choosing the small numbers to take care of. I have a XXXX year old bedbound woman that has only {$1000.00} a month to live on and I have to beg a company, who is obviously trusted to pay back very obvious fraudulent transactions. Please let me know if you need anymore information. I have also reported this info to the FTC. Thank you

Company response to consumer: Closed with monetary relief