Consumer complaint received 2018-04-23
Company: Comerica
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX, I attempted to make a purchase and an ATM withdraw in XXXX, CA, both were declined. I immediately called XXXX XXXX at -XXXX and spoke to a customer service lady I can not recall her name. I asked her about the transactions and who the merchants are. She told me they are pre-authorized transactions, for {$320.00} and {$540.00} both at XXXX XXXX # XXXX, she believed to be located in XXXX XXXX, CA, and {$43.00} for XXXX # XXXX she was not able to tell me their location. These transactions were made without possession of my card which I still have, without my signature, and without a PIN number. 
Telling me I could not dispute the transactions until they are settled, which can take 3 to 5 business days. I asked her to explain what settled means, she told me same as PAID. I asked why would they pay a transaction from my account, I did not make, or authorize, or give anyone else permission to use my card. The mystery I never lost the card or PIN. She tells me you dont need a card to make a purchase, I asked how could they get my card # if never lost it nor out of my possession? She tells me it can happen, I just need to follow up and make sure to file a dispute once settled and make sure to complete and submit forms and keep in touch. 
I continued calling Customer Service until 2 of the 3 transactions settled on XX/XX/XXXX, the day I was able to file a dispute SR # XXXX, XX/XX/XXXX for the {$320.00} @ XXXX # XXXX and the {$43.00} @ XXXX # XXXX per XXXX Level 2 Customer Service. She said the transaction for {$540.00} is not settled, but it will later or the next day. XXXX told me to add this transaction to the dispute she entered, she would note my account, and she then provided me the fax # XXXX and said I must submit the documents within 10 business days or on or before XX/XX/XXXX. 
I faxed my completed questionnaire documents on XX/XX/XXXX to XXXX, and then called Customer Service to see if they received them. According to XXXX, XXXX, and XXXX they did not receive the documents. I faxed them successfully two tines, When I spoke to Level 2 CSR XXXX, he advised me the {$540.00} transaction settled, and I need to dispute this transaction too. I told him XXXX told me I did not need to file another dispute because I can add it on SR # XXXX. He said no, I need a new dispute and gave me claim SR # XXXX dated XX/XX/XXXX for {$540.00}. He said the documents must be submitted on or before XX/XX/XXXX. Now access to my funds are extended another 2 weeks almost an entire month. 
1 ) Why did XXXX XXXX allow these pre-authorized transactions and pay them after I called on the day they were supposedly pending " settlement '', rather than paying them for such large unauthorized amounts without my card, PIN, signature, nor could they have shown MY ID ( which is supposed to be done with such large dollar amount transactions ). 
2 ) I called again today XX/XX/XXXX, to be told the very same thing that confirmed faxes are not received, when I asked is there a physical address to send documents in order to get a signature confirmation, they told me they could not provide that information because they are not in that office, in addition, could not tell me if someone will be able to sign for if sent with a signature confirmation. She could not tell me this either. 
I believe that XXXX XXXX intentionally does not acknowledge their faxes and unable to confirm receipt by mail, in order to deny customers provisional credits pending their investigation. They will not provide the merchants phone contact information, nor will they allow you to speak to the investigation department. This is clearly deceptive and misleading a customer already experiencing traumatic financial hardship and fraudulent transactions, especially myself, which is my entire month 's benefit without any funds to maintain food, clothing, and shelter. They show no care or concern for customers experiencing this type of situation for the first time. 
In final, I, XXXX XXXX XXXX, swear under penalty and perjury the information in my statement to be true and correct to the best of my knowledge. 

Please feel free to contact me at ( XXXX ) XXXX if you have any questions or need additional information. I appreciate your anticipated review of my account and response to this matter as soon as possible.

Company response to consumer: Closed with monetary relief