Consumer complaint received 2023-03-17
Company: Comerica
State: NJ
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
My complaint is with Direct Express debit card program setup by our government for direct deposit of social security payments. There are thousands of complaints on line on several websites, and all these people are reporting exactly what I have experienced. Why is this being allowed to take place?

My attempts to transfer money out of my Direct Express account into my personal bank account started almost a year ago. Several phone calls to be constantly told that the problem is on my banks end and to call my bank. My bank had assured me that the problem is not with them it is definitely with Direct Express. Other transfers go through to my personal bank account with no issues. My social security payments now go directly into my personal bank account. I switched that over once this problem started.

On the Direct Express end there is a drop-down box which makes believe you can do a transfer when you complete the info the site makes believe that your transfer is being processed then three days later the money comes back to your Direct Express account. You get the same answer over and over and over again when you call Direct Express the problem is on your banks end. 
In XXXX my card was suspended I didnt find that out until I tried to use it at XXXX how does a company do that? Good thing I had cash on me to pay for my purchase what a disrespect to the customer - suspending a card without any notice. Apparently, many cards were suspended because of their incompetency when they changed over their online system cards were split into two different sections when you log in. Because of this incompetency I had to prove my identity and send personal information to them. I had to send them the information three times because they absolutely do not know what they are doing. You never get the same person twice and you never have the same person working on your account. Its up for grabs when you call to complain. After I submitted everything they asked for, it still took several phones for my card to be reactivated. 
My attempts still continue to get transfers resolved or to please close the account and send me the remaining balance. I have a significant amount of money in that account. Emails were sent on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX and XX/XX/XXXX. The corporate office Comerica- was copied in ( CEO and VP ) and all they do is send it down to an advocate who also does nothing. No one will ever reply to an email because they do not want their fraudulent activities and ridiculous requests documented. I received one response from yet another advocate to tell me that Direct Express has been trying to contact me. I had two different advocates tell me that. The advocates both were able to reach me, yet Direct Express tells the advocates that they can not reach me. I had no missed calls, no voicemail messages and no responses to any of my emails from Direct Express.

Here is my most recent experience. Once again I had to submit drivers license, birth certificate, address, phone number and a letter from my bank stating that the account that I want to transfer my money into belongs to me and is active. The letter from my bank is dated XX/XX/XXXX. I submitted everything on XX/XX/XXXX. I get a phone call on XX/XX/XXXX from Direct Express telling me that the letter from my bank is outdated, and I need to get an updated copy. This is abuse at this point. Complete and total harassment. The biggest fraud scheme by a bank. Please help resolve this abuse.

Company response to consumer: Closed with non-monetary relief