Consumer complaint received 2021-11-24
Company: Comerica
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I saw on XX/XX/XXXX that money nearly all of my money for the month was gone and I was left with a dollar and some change. There were 5 unauthorized charges on my account. Four were from XXXX, all done on XX/XX/XXXX in the amounts of : {$28.00}, {$9.00}, XXXX, and {$21.00}. These were taken between the hours of XXXX and XXXX am when my XXXX payments were deposited. I didnt notice those right away as they were smaller. I had a few charges of my own come out just fine is why. Then, on the XXXX at XXXX XXXX my account was charged {$670.00} from XXXX. I have never used that site, dont even have an account there. I called them immediately. Was told I would be given provisional credit as soon as I filled out forms they were sending and would be getting a new card. Neither arrived, had to call them back again on the XXXX or so, I believe. Was told the form was sent out the XXXX and was charged {$13.00} for a new card leaving me a negative balance. Finally received the forms on the XXXX, filled them out and faxed them on the XXXX. No credit was issued, heard nothing. Called them again the XXXX and was told it was my fault, I had to contact XXXX and XXXX and get my money back. I did contact XXXX and they issued refund request, but no money has shown up as of yet. They did tell me my actual card numbers were used, it didnt come from my account, so I wasnt hacked. Someone got my card expiration date, 3 digit code and knew the exact time to hit my account. XXXX I chatted with, screen recorded the chat. They emailed after saying DE has to charge back the charge. DE told me yesterday their decision is final, that it was over. Is Direct Express not breaking laws here? I didnt authorize any of these charges. I just want my money back. I have never disputed a charge before. I also told them I would be willing to prosecute. When I first called they told me they would issue provisional credit, investigate, and make a decision in 45-90 days. Nothing they said was true. They keep you on hold for hours hoping you go away. 

I attached the documents I faxed them, the fax confirmation sheet and receipt of proof of date/time of payment for the fax and the email from XXXX Thats everything I have on my end besides the screen recorded online chat with customer service from XXXX. It didnt do much as you can read in the email. Nobody else has permission to use my card, I have never just handed out private information, I mainly use an iPad, I have changed all of my passwords and do so often. I believe I do ok in protecting myself. This is the first time I have ever had this happen and I am XXXX, so..they tried insinuating it was my fault because I responded to that email from XXXX. That email address doesnt receive spam, I dont use it willy nilly. And I dont go theaters, I dont use XXXX. DE told me to gather information on my own, thats what I was attempting to do. 
Thank you in advance for any assistance in this matter.

Company response to consumer: Closed with monetary relief