Consumer complaint received 2020-06-04
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:
On XX/XX/XXXX I called my card to check the balance and it differed from what I had. I immediately contacted the Customer Service Department. On XX/XX/2020 at XXXX XXXX, I spoke with your agent XXXX. I told him I believe that my Direct Express Mastercard had been compromised. XXXX provided me with an email address, XXXX. This is NOT my email address. XXXX then gave me a list of the below charges of Merchants who had collected monies from the account card. All of these charges are fraudulent. I believe that my online account has also been compromised. I am unable to get into it. Tech Support is aware of the situation and is working on it. The card was cancelled and a new card has been issued which I have yet to receive. 

XX/XX/2020 at XXXX XXXX XXXX {$9.00} XXXX XXXX {$9.00} XXXX XXXX {$3.00} XX/XX/2020 XXXX XXXX {$22.00} ( XXXX ) XXXX XXXX XXXX {$25.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX {$9.00} XXXX XXXX {$23.00} ( XXXX ) XXXX XX/XX/2020 at XXXX XXXX XXXX XXXX {$40.00} ( XXXX ) XXXX at XXXX XXXX XXXX {$9.00} at XXXX XXXX XXXX   XXXX {$60.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX XXXX {$65.00} ( XXXX ) XXXX XXXX XXXX {$14.00} XXXX XXXX {$14.00} XX/XX/2020 XXXX XXXX XXXX {$70.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX XXXX {$100.00} ( XXXX ) XXXX XXXX XXXXXXXX XXXX {$110.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX  XXXX {$150.00} ( XXXX ) XXXX XX/XX/2020 at XXXX XXXX XXXX  XXXX {$210.00} ( XXXX ) XXXX at XXXX XXXX XXXX  XXXX {$200.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX {$200.00} ( XXXX ) XXXX XX/XX/2020 at XXXX XXXX XXXX XXXX {$230.00} ( XXXX ) XXXX at XXXX XXXX XXXX XXXX {$250.00} ( XXXX ) XXXX On XX/XX/2020 at XXXX, I received an automated call from XXXX asking me to approve a {$390.00} withdrawal on my card. I selected option 2 which was Decline. The automated system immediately disconnected. 

On XX/XX/2020 I filed a police report. 

On XX/XX/2020 I spoke to XXXX, a supervisor, because I hadn't received the new card as promised in two days. She initiated a claim to have the {$13.00} refunded to me. 

On XX/XX/2020 I faxed the dispute along with the police report number to Direct Express. 

On XX/XX/2020 I finally received the new card. I initially paid {$13.00} for expedited services of the card with a 2 day turn around on XX/XX/2020. After receiving the new card and activating it, I noticed I hadn't receive the credit for the {$13.00}. I again spoke with XXXX who said the claim had been denied. She in-turn expedited the denied claim so that I would receive the refund. I received a call from XXXX, in Tech support. He resolved the online account issues and I was able to log in successfully. 

Every day since I have been logging into my account to check for the return of my monies. 

On XX/XX/2020 upon checking my account I noticed a single 'credit adjustment ' of {$72.00}. No fraudulent amount was ever notated for {$72.00}. I immediately got on the phone to call Direct Express. I called 5 times. Each time after going thru the automated with identifying myself, the calls were disconnected. I then called Social Security and I spoke with XXXX. She suggested I call another number for Direct Express XXXX, Direct Express Fraud Department ( she knew she had the number however she couldn't locate it ), FTC XXXX and XXXX XXXX XXXX ( Fraud and Identity ) XXXX ( Dispute Items ). She told me to have my Social Security monies go directly to my bank account and she provided me with her fax number. 

I called with FTC and I spoke with XXXX. I gave her the details and she set up my online account. I called XXXX XXXX and I spoke with XXXX. I mentioned that I had sent letters to the 3 reporting agencies. Nothing to date had been received so she put a security freeze on my XXXX XXXX. I called the other number for Direct Express XXXX which is the number to US Treasury Electronic Payment Solution Center. The office was closed. I again called Direct Express at XXXX. After going thru the automated and being on hold for 45 minutes, I finally was able to briefly speak to someone. I asked him about the {$72.00} 'credit adjustment '. Due to the language barrier I was unable to clearly understand him. He eventually disconnected the call because I kept asking him to repeat himself.

Company response to consumer: Closed with monetary relief