Consumer complaint received 2023-01-25
Company: Comerica
State: NV
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Beginning on XX/XX/ XXXX XXXX I noticed that money was missing from my Direct Express Bank card issued by Commercia Bank which manages my social security payments. It appeared there was {$150.00} to {$200.00} missing. I was in the XXXX and was not able to call my bank in Texas USA with the phone I had and there is no email address for that bank. Then in XX/XX/XXXX I noticed again there was money taken from my card by some unknown person or company which was another {$150.00} to {$200.00} which left me devastated because I only received {$600.00} a month for my social security. My US embassy in the XXXX had to repatriate me and fly me back to America because I had no money and when I arrived in USA I immediately contacted this Bank and complained to them and I also asked them to close my card account and reissue me a new one. The woman looked at my account at the bank when I called her and said she noticed about {$140.00} missing so she told me they would issue me a new card and add that amount back onto my card and then she told me she would transfer me to the banks investigation department named level 2. I was disconnected just as they answered the phone after waiting over an hour and this occurred two times the same day. When I called back again asking for level two the woman told me that she saw a certain company that was taking the money from my account but she said they were putting the money back on the account. The corrupt company named XXXX, which I had never heard of or had done any business with on XX/XX/XXXX withdrew money seven times that same day. My bank at my request, mailed me printouts for those two months. I see nowhere that the money was put back in which amounted to {$290.00}. My bank representative told me much of the money was put back into my account but I informed her that the money was missing and that my account was depleted because of this criminal action. I was also told that in the month of XXXX this year there were numerous attempts by that company to take more money from me. Finally on XX/XX/XXXX I was able to speak at length to their investigation department level 2 and they asked me numerous questions about have I shared my past word with anyone or was I robbed etc etc and my answers were all no so the woman told me that in three to five days they would finish their investigation and would refund my account. They did not do this. My primary question to this undependable Bank named commercia was why I didn't I see on the printout they mailed to me for those two months any evidence that the money removed was redeposited by that crooked company named XXXX My bank had no answer for me. Even today XX/XX/XXXX I was disconnected by level two at the bank after waiting nearly 1 hour and couldn't even ask them the question why they didn't follow through and replace my missing money. I have checked online and found that there are thousands of complaints about this bank and this direct Express Social security treasury card. I asked you please to assist me in this extremely urgent matter as I am XXXX years old and relied on this money to help me survive and to be able to buy my medications. If I can find a place here on this complaint form I will send you screenshots of my account statement to prove what I'm saying is true.

Company response to consumer: Closed with monetary relief