Consumer complaint received 2023-01-16
Company: Comerica
State: NY
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Advertising
Sub-issue: Changes in terms from what was offered or advertised

Complaint:
On XXXX occasions, XX/XX/XXXX, XX/XX/XXXX, XXXX, and XXXX, I submitted ALL pertaining documents and information to be able to transfer funds from Direct Express by Comerica Bank card account to my personal bank account. The times I contacted Direct Express customer service I was notified that my requests for ID verification and transfer attempts or requests were summarily denied. No valid reason or explanation were given. The XXXX times an advocate tried to reach me never followed up with my voicemail messages. Only a half-baked attempt via email was made with the following canned response : " On Mon, XX/XX/2022 at XXXXXXXX XXXX  Advocacy - US DirectExpress XXXXXXXX XXXX XXXX XXXX  wrote : Hello XXXX XXXX, XXXX attempted to contact you again with no answer and left a voicemail. I will be making the final attempt tomorrow. Please let me know the best time to contact you. Thank you and have a great day. Respectfully, XXXX XXXX XXXX XXXX XXXX Direct Express XXXX XXXX '' The message I left pursued a more diligent response : " Monday, XX/XX/2022 XXXX XXXX XXXX XXXX XXXXy - US DirectExpress XXXX XXXX ; XXXXXXXX XXXX XXXX XXXX Subject : [ XXXX ] - Re : Direct Express Immediate Attention Required Thank you for following up with me. It doesn't make sense that your XXXX attempts to contact me either after your office is closed or with an unmanned extension that goes to a voicemail whose mailbox is full. I will reach out to your supervisor so as to escalate this issue you seem to create deliberately and hopefully someone else will pick up where you left it. Regards, XXXX '' XXXX advocate left an inadmissible response on XX/XX/2022, XXXXXXXX XXXX XXXX " Good Morning XXXX XXXX, My workday is from XXXX ( XXXX ) so I'm not able to call you after hours due to being out of the office and I don't have a callback number. The number provided is a voicemail box, so if you've attempted to call that, I won't answer. What is the best time to contact you? Please let me know so I XXXX further assist. If you wish to speak with a supervisor instead, I will relay the message and they will reach out within XXXX business days. Thank you and have a great day. Respectfully, XXXX XXXX XXXX XXXX XXXX Direct Express XXXX XXXX XXXX : XXXX '' Another advocate named XXXX contacted me only once with the same merry-go-round routine. XXXX another message directing me to an unmanned number, and said person never returned my calls specifying my name, phone number and best time ( XXXX ) to call back. Direct Express deliberately continued to breach contract and exercise discriminatory profiling and practices that violate altogether consumer laws and fiduciary duties and responsibilities towards me, a consumer and a beneficiary of XXXX compensation. I seek detailed explanation of why I was denied transfer services ( never given in writing or by word ) and reassurance that " advocates '' and their supervisors will be retrain in customer service when dealing with customers who are mentally XXXXXXXX XXXX 

Following up on my claim I asked for a supervisor to step in so I could escalate my complaint but to no avail. 

On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  I have sent the information and details pertaining in particular what the company claimed was missing MOST RECENT BANK STATEMENT with BANK 'S ROUTING AND ACCOUNT NUMBERS. Direct Express by Comerica Bank still denies transfer services as advertised and described and vehemently and purposely ignores my concerns and request to expedite transfers.

Company response to consumer: Closed with explanation