Consumer complaint received 2020-12-15
Company: Comerica
State: IN
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:
In XX/XX/2020 i noticed charges on my account for XXXX. i checked my account and my childrens accounts and they did not show any of the charges. there were 49 of them. i called the card direct express to file a dispute on the charges. they took the claim and said they were sending me paperwork to fill out. when i recieved the paperwork the due date was within 24 hours so i filled out the info and faxed it back so they would have it before the deadline. on the letter i noticed that the amount was wrong. i spoke with customer service and she said it didnt matter that the claim would go off of what i filled out on the form. i recieved a provisional credit for not the correct amount. again i called and notified the card that the amount was not right. they said just dont spend more than what your dispute is about it will be figured out once the fraud dept finishes their investigation. come XXXX they withdraw the provisional account in a reversal. i call and am told that the claim has been denied due to a previous relationship with the charges. i again say that some of the charges they looked at were not in my claim that i filled out. was told doesnt matter they have made a decision and i am out of luck. i asked for the documentation. i recieve an email on XX/XX/XXXX showing the claim the worker took and the paperwork i filled out and a letter stating that the info doesnt match so they are closing the dispute. i write 2 letters and fax them stating that they did not investigate the correct charges they looked at charges i did not ask them to and i never claimed were fraud but failed to look at the actual fraud ones. direct express then said to contact XXXX. after conacting google i was told that they can only help in the first 48 hours and the card company knows this and should have advised to contact them first because i now have no recourse with them. i have requested the documents used to decide the claim multiple times. on XX/XX/XXXX orally by phone, XX/XX/XXXX and XX/XX/XXXX via written fax, XX/XX/XXXX XX/XX/XXXX orally by phone. on XX/XX/XXXX i was told that the documentation had not been sent to me but would be requested again. on XX/XX/XXXX i called and was made to sit on hold for 2 hours and 43 minutes to ask about it again and was told it was mailed to me on XX/XX/XXXX. however 1 week prior they had no record of it. they will not allow me to speak with anyone regarding why they investigated charges i didnt claim in my dispute they just keep saying the decision has been made i have no recourse. the fraudulent charges come to XXXX dollars and some change yet they keep listing it as over 600 dollars. i dont think its fair that they purposfully included a charge, they know i didnt make a claim on, to say that all of them are denied because i have a relationship with the one i didnt dispute. the agents wont answer any direct questions or transfer me to someone who can all they say is its closed and there is nothing they can do. i have sent them proof of my location during the fraudulent transactions and copies of my XXXX accounts to show the charges are not on mine. i have sent them everything i can think of to show that i didnt make these charges yet they wont even send me the paperwork showing what they used to determine the claim other than my handwritten sheet and the customer service ladys computer printout which dont match. the recording of that call will show i say that it is only the XXXX charges i am disputing and that there is over 40 of them and that there is legitamate purchases because i was still using the card because i was unaware of the charges happening. i need some help in figuring out what my next steps are this is almost half of a whole months benefits and are not my charges. i have filed police reports, done everything they have asked for what seems like a half effort to look into the claim by the card service. the 38 page fax wont let me upload all the pages because of size but i did include the confirmation page showing it was recieved. that fax had all the proof i submitted showing i was not inline on those " games '' i was charged for

Company response to consumer: Closed with explanation