Consumer complaint received 2019-02-07
Company: Comerica
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
From XX/XX/XXXX - XX/XX/XXXX my XXXX  XXXX account was drained of {$1500.00} with 26 charges over a 5 day period leaving me with an account balance of {$2.00}. On XX/XX/XXXX ; XXXX, while purchasing XXXX presents, my card was declined. I called XXXX XXXX and notified them of these unauthorized purchases from XXXX XXXX, XXXX, XXXX. They mailed me a packet which was received by me on XX/XX/XXXX and returned to them on XX/XX/XXXX. ( In desperate need of my social security income, I mailed the package at my local post office on XXXX XXXX. ) On XXXX, XXXX. I received their response from XXXX XXXX Fraud Services Department - reference # XXXX dated XX/XX/XXXX stating : Based upon our review of the information you provided as well as our internal records and your card history, we can not confirm that fraud occurred. Our investigation indicates that you entered into an agreement with the merchant, and the transaction was processed in accordance with that agreement. 

I requested copies of the documents on XX/XX/XXXX and was told by XXXX they would be received in 3-5 days. Further, when I requested that my fraud/complaint be reopened, XXXX indicated that it was closed and could not be reopened. 

I mailed them a letter today asking that the investigation be reopened and that the unauthorized transfer of funds be returned as required under Regulation E - Liability of Consumers for Unauthorized Transfers XXXX and MasterCard Zero Liability Protection. 

In the information I provided, which was prior to receipt of my XXXX statement, I surmised that this XXXX purchase may have been affiliated with two legitimate purchases on my card for a drone and a ring. 

I KNOW that XXXX XXXX has no documentation to make a determination that I entered into any agreement with this merchant. I had never heard of this company prior to seeing the charges, I have never been on their website or utilized any services or made any purchases from this company. I XXXX them yesterday and was shocked and surprised to find out XXXX XXXX is a live platform that enables anyone to stream, interact with their audience, build a following and get paid. I have NEVER entered into an agreement with this merchant therefore I can not resolve this issue with the merchant directly. 

Did their investigation indicate how these charges originated? What company or platform originated these charges or how my card information was fraudulently obtained. Yesterday I researched this company. It appears that I must download an APP which is FREE and then purchase coins starting at 60 coins for {$0.00} or 6000 coins for {$99.00}. Excluding the international purchase fees, my account paid {$1.00} ; XXXX so I must have purchased over 85,000 coins ... what did I purchase???

XXXX XXXXComerica appears to be in violation of Regulation E which states that any unauthorized transfer ( s ) NOT involving loss or theft of an access device, and with the customer providing notice to the Financial Institution within 60 days after transmittal of the periodic statement on which the unauthorized transfers first appears, THE CONSUMER shall have NO liability. 

It is impossible for me to understand how XXXX XXXX/Comerica could have made a determination that I authorized these purchases. All charges and purchases made on my account from XXXX XXXX are FRAUDULENT AND UNAUTHORIZED. Clearly these charges do not reflect any previous purchases I have made on my debit card and are not for a drone or a ring. 

I expect a refund to my account in 11 business days ( XXXX ) for a full refund of the unauthorized charges of {$1500.00} plus interest from XX/XX/XXXX. 

My social security income is my only income I receive. This has caused a great hardship and I have had to ask my son to help me pay my mortgage and groceries. This is not right. I call their toll free number and I get hung up on due to high volume. They dont have a fax number to send them the information they need and the process takes too long! Then to be denied a refund without an appropriate explanation is wrong. I can not wait to see their records before I respond because their records can not possibly indicate that I authorized these purchases. Please help!!!!

Kind regards,

Company response to consumer: Closed with monetary relief