Consumer complaint received 2021-09-24
Company: Comerica
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid 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 was going to make a purchase but my account reflected that I didn't have enough to pay for the items. I called my bank and was told that a charge for {$6.00} had been charged to my Direct Express card account. I asked by who. The rep said that it shows a company named XXXX I explained to the rep that I knew nothing about the charges. The rep closed the account and filed a fraudulent charge on my debit card from that company. The rep from Direct Express said that they would contact the company about the charges but they were going to send me some paperwork to complete and fax them back to them. I received the paperwork on the XXXX of XXXX. But the cover letter said that I would have to return the paperwork back to them 10 days from the XXXX of XXXX. I didn't get the paperwork until 12 days after the XXXX. I filled out the paperwork and faxed it back to them on XX/XX/XXXX. On Monday XX/XX/XXXX I received a letter from Direct Express saying that they conclude that the purchase was authorized. Which makes me think that nothing was really done to process getting my money back from the company. I called XXXX who sent my information to XXXX to purchase there streaming service because I opened there app to see what it was about. XXXX received my information and automatically used my information to sign me up for there service. They started debiting my card on XX/XX/XXXX until XX/XX/XXXX. My information was on file with XXXX only because of the Television I purchased and it was part of the process to setup my programming. I contacted XXXX because Direct Express said that they could not open a new investigation because XXXX said that the purchase was authorized. Even though XXXX was the company that charged my account. So I spoke with XXXX and first rep said that I would have to get the bank to file another dispute and that she would close the account and put her notes on the system showing that the purchase was unauthorized. I called Direct Express to ask them to reopen the investigation with XXXX and they should be able to get the money back. But they refused to do so saying that there was not enough information to process it again. And that I should call XXXX and have them refund the money. I called Direct Express corporate office to let them know what was happening and was told that they would have someone call me back on XX/XX/XXXX no one called. Today XX/XX/XXXX I contacted XXXX again and the rep said that they could only refund 5 months of the charges to my account and I would receive it within 3 to 5 business days. I do have a police report about this case if you should need a copy please let me know. So I would like to file a complaint against Direct Express, XXXX for sending my information to XXXX, and XXXX to return all of the money that they took from my account starting in XX/XX/XXXX. The reason why I didn't know that this was happening is because Direct Express doesn't send out monthly statements. So I never knew.

Company response to consumer: Closed with explanation