Consumer complaint received 2018-08-31
Company: Comerica
State: CA
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:
I am XXXX XXXX XXXX and receive benefits on the XXXX XXXX card set up by the government. XX/XX/XXXX I noticed there was a lot of money missing so I contacted XXXX XXXX and cancelled my card. I was told I would not be able to discuss my card with the fraud dept due to a procedure of them calling you back within 5 days for security purposes. I also had opted for paperless statements but had not been able to access my online account. I had been unable to access my account online from the start and had requested assistance from XXXX XXXX to no avail. I suffer from clinical anxiety and I then procrastinate to avoid hearing of new problems. 

I waited for the 5 business days for fraud to call yet did not receive a call or a message. My benefits were deposited at the first of the month and was again less than I expected so I again called XXXX XXXX on XX/XX/XXXX I was told again that someone would call me back within 5 days and I refused to accept the delay again. The representative suggested I download the app and this will allow me to see transactions, which I did. I had definitely been the victim of fraud ; someone had been using my card for some time. The app allowed me to go back 3 months and each month had several unauthorized transactions. I contacted XXXX XXXX and we noted some of the transactions and I was given a Service # XXXX totaling close to {$1200.00}. I was told I would be mailed statements going back to the opening of the account in XX/XX/XXXX and would receive a call back in 5 days to assist my gaining access to my statements online. I called again and said there were a lot of charges and the total was now equal to 2 months of benefits and I receive no other money, I needed something to be done quickly. I was told I would be receiving mail that had the formal complaint that I would have to sign in 5 to 10 days, I needed to sign and return then allow another 10 days for them to process and from there it would take a minimum of 45 days and up to 90 before I would see a credit. 

I contacted them again XX/XX/XXXX, and explained I had no money, my balance was XXXX cents and I was then told I could prepare my case listing the service number, the charges and a few additional details that would expedite the processing. I also gave more unauthorized charges and was given another service # XXXX totaling {$1100.00} approx. I prepared the outline from the first claim and faxed it then waited for a phone call or the mail from XXXX XXXX. I faxed the outline to XXXX on XX/XX/XXXX and called to verify they received it on XX/XX/XXXX yet was told it was still processing in and I needed to allow 48hrs for fax processing. It had been 3 days so I asked to speak with a Supervisor. 

I spoke with XXXX who told me the same waiting periods but stated I must have misunderstood about the 5 day waiting period. The company has 5 days to respond to them, there wasn't a call back for security reasons to speak with fraud dept. I explained that my utilities were about to be disconnected and I had no money for gas or food and needed my claims processed. XXXX checked into my fax and told me they had not received any fax from me and I would be receiving my claim forms 10 days after filing the report. I re-faxed the complaint and as the previous time I had a confirmation of a successful fax. In addition, XXXX, the supervisor told me if the forms are not returned, signed and processed within 10 days there would be no provisional credit and I received the paperwork for the second claim 11 days after filing. I never received the paperwork for the claim filed on the XX/XX/XXXX. 

I am requesting your office to step in and assist me in having these unauthorized charges dealt with because it seems I am not getting anywhere. I have only seen 3 months of statements, I still have no access to my online account and the funds that were stolen are my only source of income. I have requested to have all my statements be sent to me but only received 4 months and there were charges in the beginning of the 4th month which the unauthorized use clearly goes back further. I don't see the sense in creating all these service numbers and will put all transactions on one once I have access to the information. 

I have agreed to assist in prosecuting the person that I believe did this and have given his name and the specifics how he had gained access. Please help me have my funds restored and hopefully have XXXX XXXX cooperate and take interest in my situation as it has been since XX/XX/XXXX I have requested help.

Company response to consumer: Closed with explanation