Consumer complaint received 2020-04-25
Company: Comerica
State: NC
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:
XXXX XXXX someone stole my direct express card information and was able make fraudulent ATM cash withdraw in amount of {$780.00}. @ XXXX XXXX. I never bank with XXXX XXXX or I never use to get withdraw .They did not use my original direct express card. I immediately contact direct express to report it and call police  on XX/XX/XXXX. Direct express told me they would send me out another card and a dispute form and that I had have it in by XX/XX/XXXX or claim be dropped, they send my bank card to wrong address and charged me XXXX $ again to send it to right address not fare. I didnt get letter until XX/XX/XXXX which was Friday so I fax information off XX/XX/XXXX, XX/XX/XXXX which was a Sunday .They said my dispute was closed because of a conflict & would send me letter to explain why? XX/XX/XXXX I got letter from fraud department stating my dispute or claim was close and if I want to further the investigation I need contact police. That made no sense because I contact police XXXX XXXX & send direct express police report, emails from police from department stating mistake was made in first police report and they corrected it and I email direct express that information. I almost email direct express information on suspect police is looking into who I think might have done this. The suspect has XXXX XXXX  out on him now for XXXX fraud. The suspect lives 5 minutes from atm the money was taken. I also send police & direct express copy of my direct express card to show damage on card that I could have went they atm scanner thats how my information & pin got stolen. Direct express told me someone was attending to take money out my account XX/XX/XXXX until XX/XX/XXXX they did not notify me about fraud activities or close they account down that would of prevented them stealing my XXXX son money on XX/XX/2020. Due to coronavirus its been hard not feed my son, buy clothes, cleaning supplies, buy our prescriptions etc because someone stole only income I get a month which is my son XXXX check that was stole from us. Direct express is liars & fraudulent company who take Avantage of this XXXX customers, after waiting 2 hours speak someone they hang up on me, dont care if Im crying they be men and rude they lie me said your claim still open then next day its closed n cant be open. They are violating my rights I asked get copy of charges they was attempted to take out XXXX XXXX until XX/XX/XXXX and they emailed me charges that was taking out XX/XX/XXXX and it shows how they charged me twice for direct express card and refusing refund one of charges back. XX/XX/XXXX I got letter from fraud department stating my case was close but nowhere did in letter it state it was close n cant be reopen but when I call them they said its closed we not given your money back. I have never had dispute anything with them. I XXXX direct express and XXXX. This company has been under review for treatment they give XXXX XXXX people, I have contact department of social security and asked get my check in paper form. I dont care how long it takes direct express needs refund my money back because this money is federal funding they they promise us these cards are safe and are protected from fraud. Please help us. I wont stop trying until person who did this in prison and direct express refund our money back my XXXX son is The title to his findings by law

Company response to consumer: Closed with monetary relief