Consumer complaint received 2020-11-17
Company: Comerica
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
FUNDS NOT TRANSFERRED AS CONFIRMED : COMPLAINT Claimant has two [ 2 ] Direct Express prepaid debit cards that are refilled monthly via direct deposits. 

Direct Express is a prepaid debit card issued by Comerica Bank license via Mastercard International ; and, carries a service mark of the U.S. Department of the Treasury. 

Comerica Bank website lists the following information : Comerica Consumer Complaints : Comerica Bank Corporate Quality Process Department MC XXXX, XXXX XXXX XXXX, XXXX, Mi XXXX ; tele # XXXX XXXX ; FAX # XXXX XXXX. Consumer Complaint Notice : Texas Department of Banking, XXXX XXXX XXXX XXXX, XXXX, XXXX , Tx XXXX ; Tele # XXXX XXXX ; FAX # XXXX XXXX ; email XXXX ; website www.dob.texas.gov. 

On or about XX/XX/XXXX Claimant telephone enquiries returned stated prepaid available balances on Direct Express debit cards. Since XX/XX/XXXX Claimant has made multiple attempts to transfer prepaid available balance amounts to personal checking account by telephone. Each attempt resulted -- after going through the maze of options to get to the desired transaction -- with unable to complete this transaction. 

Communication with customer services takes days and many attempts by telephone to complete anything. Most balance inquiries are stated twice, as if two [ 2 ] deposits or two [ 2 ] withdrawals have taken place. Claimant was forced thereby to setup an online account for access to desired function. Attempts during online setup process were just as unbearable. Setting up an online account has been just as tedious. 

Finally, setup was accomplished on or about XX/XX/XXXX. At which time, requests for Prepaid Available Balances to be transferred from the Debit Cards to Claimants personal checking account. Transactions were confirmed with two [ 2 ] reference numbers [ one for each card ] showing Bank Transfer Successful Confirmation numbers on XX/XX/XXXX. The two [ 2 ] Confirmation Numbers are XXXX and XXXX, both issued on XX/XX/2020, Tuesday, between XXXX XXXX  and XXXX XXXX. 

XXXX received no communication to be informed of anything contrary to completing performance. Yet on XX/XX/XXXX Claimant checked online and discovered both accounts were showing and stating prepaid available balances as if confirmed transactions were interrupted, blocked and/or not completed. Attempts at telephone contacting Direct Express proved as difficult as ever. The situation has yet to be Redressed and Remedied. 

Direct Express explicitly states during online setup, You can instruct us through our automated Funds Transfer service to transfer funds from your card account to a personal XXXX XXXX account. There is a {$1.00} [ XXXX XXXX XXXX  ] fee for each transfer. Transfers generally take three ( 3 ) Business Days. Instructions to make a transfer that are received on a non-Business Day will be considered received as of the next Business Day. Once a transfer has been confirmed by us, you can not cancel the transaction. 

We recommend you verify receipt of the funds with the receiving account in three ( 3 ) Business Days. 

If we are unable to complete the transfer we will attempt to contact you through email or text message or an automated phone call, if you have provided this contact information in your User Profile. Phone numbers for this reject alert must be within the continental U.S., Alaska, and Hawaii. All calls will be made between XXXX XXXX and XXXX XXXX, seven days a week. If a transfer reject is received during off hours, the alert message will be held until the next day. 

By submitting the bank transfer you acknowledge you intend to transfer funds to a bank within the United States or its territories. 

This mater proves to be frustrating, time-consuming, financially injurious, in violation of guaranteed protection and use of personal property without due process, just on the face of it ; and fully uncredible and untrustworthiness on the part of Comerica Bank and Direct Expresss Good Faith dealings. 

Their gross neglect and violation put Claimant at risk for extra fees and charges for financial liabilities which would have normally been satisfied on or before the XX/XX/XXXX day of the month. 

This situation calls for immediate redress and time of the essence remedy. 



TIME OF THE ESSENCE LAWFUL REDRESS AND REMEDY The only true and lawful Time of the Essence Redress and Remedy acceptable would be specific performance complying with confirmed transfers, with email notice sent to address in User Profile of online account ; and, Claimants Trusting that Oversight and Regulatory bodies step-up to make certain that no one else suffers such gross atrocities and violations of Human Rights to NOT be secured in their person and property without appropriate Due Process.

Company response to consumer: Closed with explanation