Consumer complaint received 2023-08-25
Company: Comerica
State: SD
Product: Prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Ive had 2 different fraudulent charges that had been debited from my Direct Express account ( Comerica Bank ONLY issues the cards ). Since XX/XX/2006 until XXXX they WHERE the company that my son & I had our XXXX payments deposited into. My son hasnt received benefits for a few years as he is XXXX now, and only received them under my XXXX. 
On XXXX a {$99.00} charge was debited from a merchant named XXXX XXXX XXXX XXXX  XXXX CA United States of America. Ive never heard of this company I didnt authorize any charges, my card was in my wallet at that exact moment the charge was debited from my account, & I still dont know to this day what this company sells or what services it offers. Then began the nightmare that many days to get ahold of ANYONE w/just knowledge of their job. That started in XXXX & is still ongoing. 
On XXXX the XXXX unauthorized charge was debited for {$59.00} to merchant : XXXX XXXX CA UNTIED STATES OF XXXX. I then got back on the phone to for sure close that compromised card ( ending in XXXX ) & request new card be issued. I have almost 48 screenshots calling their company, of course, I have every single piece of paper that VET validates everything that I am stating, I even kept envelopes the cards came in. I finally get through to speak with a representative, politely ask her to close the card ending in XXXX, ask twice how long my new card will take to arrive, she tells me 5 to 7 business days ( verify if I need or need not to pay for Expedited shipping ), proceed to request being issues a new card, The rep verified my information, told me she has already submitted that request that I should receive the card soon, I tell her thank you & to please transfer me to the fraud dept. 
I talk to a fraud investigator who opens the claim, informs me she can email me the Questionnaire of Fraud, gave me the email address to return completed forms, & that was the end of that call.

THEN came the headache!!! I knew when I hadnt received my new card w/in the 5 to 7 business days that something was wrong. I decided to wait until XXXX @ XXXX pm, rep hung up call immediately, clld right back on XXXX @ XXXX XXXX for 7 mins, rep then sd that the time frame for new card is 7-10 business days & XXXX get my card on the XXXX. He was not at all happy upon me challenging his word & especially after I stated very odd as when I just now called the automated system it states has been more than 5 to 10 calendar days since you ordered a new card press 0 to speak with a representative. I do have a screenshot of that phone call, among many many more. Of course he got upset and just hung up on me. So I was literally just on pins & needles, crossing my fingers that this new card would arrive w/the XXXX mail, or I would be in a huge bind financial wise. Id have my funds in my account @ XXXX XXXX  on XXXX, but no way to access even a {$1.00} of course because not having even the card #. Unfortunately, the representative changed the name of the city where I live from XXXX XXXX to XXXX XXXX, so of course I never received the questionnaire of fraud that was due within XXXX business days in order for me to get a provisional credit as it was addressed to that address. I then had to make over 30 phone calls on XX/XX/XXXX to get another new card sent expedited. I just never expected to receive that original replacement card that had went to a city that does not even exist. I did not get my new card until XX/XX/XXXX, my bank account has never ever been overdrawn, I would have had access to the bills that were set up on auto pay. If that representative at XXXX XXXX had not changed the city where I live To someplace that doesnt even exist. 
It has gone even more downhill from there as even though I can show them all of the proof in the world they still will not do a thorough broad review, not some one day thing done on a Saturday just because how many years Ive had that account.

One last thing to top it off they are refusing to give me my money that the supervisor has verified has been received by XXXX for an item. I had to return. Ive sent documents after document. Nothing ever gets done with that company. I completely agreed with the XXXX rep when he stated that they were recommending people who had just gotten approved for XXXX to go through DirectExpress, that the government was not going to renew their contract with them, he was actually the one that informed me they always have multiple multiple small claims suit for violating numerous different acts.

Company response to consumer: Closed with monetary relief