Consumer complaint received 2022-02-09
Company: Comerica
State: AZ
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
After XXXX attempts and a total of XXXX XXXX hours on hold at reaching a live person, I finally spoke with a representative on XX/XX/22 at Direct Express to report fraudulent charges to my card which holds my only monthly income of SSDI. There were several charges I was disputing, so she transferred me to a level XXXX representative who took all my information regarding all of the charges I was disputing. She said i would receive documentation in the mail from Direct Express that needed to be filled out and mailed back within 10 days. I opted for the expedited shipping for an additional charge of {$1300.00}, but I would receive my new card in XXXX business days, which would have been on XX/XX/22. She also told me I would receive tracking information the following day on XX/XX/22. However, I didnt receive any tracking information the following day, or the day after that. Wednesday XX/XX/22 came and went, no new card was received. Thursday XX/XX/22 came and went, still no replacement card was received. On Friday XX/XX/22 I called Direct Express 9 times throughout the day, kept getting the automated message experiencing high call volume and call again and the call disconnected. XXXX times the exact same thing. I couldnt get in touch with anyone at Direct Express by calling their customer service number. I receive my SSDI on the XXXX of every month, and had no access to any of my funds. 
At approximately XXXX I sent a desperate message to Direct Express via XXXX XXXX to try to get the status of my card. I messaged with XXXX, a Direct Express representative who told me the original representative I spoke to on XX/XX/22, opened a case for fraudulent charges to my account, canceled my old card, ordered a new card but did not ship it out to me. I asked why, he told me that he had no idea, but he would order me a new card, hed have to charge me the {$13.00} expedited shipping fees for XXXX  days delivery. He canceled the replacement card ordered by the first representative, and told me Id receive tracking information the following morning for the new replacement card, and that I would receive it on Tuesday OR Wednesday. I told him I had already been charged the expedited shipping fee, why was I being charged twice for something I never even received once? He told me he would not charge me twice for expedited shipping. Monday XX/XX/22 I received the original replacement card ordered by the first representative. I called the Direct Express number to activate the card, and was told by the automated response system this card was not valid. I called Direct Express again on Monday XX/XX/22, spoke with another customer service representative who told me this card had been canceled and my new replacement card would be delivered the following day, XX/XX/22. I asked her what to do if my card didnt arrive the following day as promised, she told me to call Direct Express back the following day if my card didnt arrive. Today is Wednesday XX/XX/22, no tracking number was sent to me, and no card showed up! Tried calling Direct Express XXXX  times today and couldnt get past the automated response system to actually speak with a live person. I messaged XXXX at Direct Express he told me to be patient that my card would arrive today. It hasnt, and I can not get in touch with ANYONE at Direct Express to find out where my card is. They have highjacked all the money I have to my name, and have been absolutely impossible and non user friendly to deal with! I need some immediate assistance and guidance with this horrible company. Im completely at my wits end and still cant access any of my only monthly income!! 
PLEASE HELP!!

Company response to consumer: Closed with explanation