Consumer complaint received 2021-03-03
Company: Comerica
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I am XXXX and had {$840.00} of SSI Income stolen from my account XXXX 2021. I contacted Direct Express within hours of the fraud transactions to file a claim and freeze the account. They informed me that I could freeze the account but not file the fraud claim until the following morning as their policy did not permit stopping a pending transaction. Not until XXXX XXXX XXXX XXXX was I able to even get through to their phone service after 15 hours of attempting and being hung up on, to file the claim. It was over 100 calls and hang ups on both my wife and I before I was able to successfully file the fraud claim. 
I was told it would take up to XX/XX/2021 to receive the paperwork to properly file the claim, and I was expect to have it to them by fax or physical mail only on XX/XX/2021 or my claim would be denied. I asked what I could do other than that as I knew with current slow down of the USPS, getting that back by mail would be impossible by the cut off date. They assured me that I could just fax over a detailed written statement of the fraud charges and fax it over. I did so the first time on XX/XX/2021 5 times but received a different error code each attempt prompting it failed to send. I called again on XX/XX/XXXX and was given a second fax number to use but assured again that the one I had previously been provided did work and was the correct number. XX/XX/XXXX I made 5 attempts on the first number provided, all given error codes and not sending ; then was able to get the fax to send with the second number provided. XX/XX/2021 I called to confirm they received the written statement, to which I was told it would take 48 hrs for them to receive and process the fax and to follow up then. I was also instructed to still fax over the paper work they had mailed to me ; that I still had yet to receive. 
XX/XX/2021 I followed up and they had still not received the fax as the number I had been given that worked was a separate department so to try again with the number that didn't work ; reassuring me that it should but if not they could still get the fax from the other department. 
XX/XX/2021 I received the paperwork and provided with it the police report I filed for the fraud, and the extensive list of transactions, dates, merchants, and amounts. I sent the fax out, attempting twice with the number that didn't work and once with the separate department number they said I could still use if the first didn't work again. 
XX/XX/2021 I followed up again, and they still had yet to receive the fax, instructing me to call back on the 16th as the upcoming holiday would delay fax processing. I asked if I should send the paperwork by mail at that point and they assured me it was unnecessary and likely wouldn't arrive before the cut off date anyway. 
XXXX XXXX  I followed up again and was told they had yet to process it but at that time they had yet to get the faxes from the other department and assured it would be processed that day and to call back in 48hrs. 
XX/XX/2021 I followed up again only to learn they still hadn't received the fax and that it was past the cut off so my claim would likely be rejected. They told me to mail the paperwork with the proof of fax and they would make note for the XXXX of my attempts made prior to cut off date. They informed me it would take at least 2 days from the day they got it to process and to follow up at that time. 
XX/XX/2021 I was finally able to send out the paperwork by mail, and was only delayed in sending due to my wife being in the hospital unexpectedly. Overnight shipping was not available at the post offices where I live, so I was able to send the paper work through priority 2 day shipping with tracking and a return receipt. 
XX/XX/2021 the tracking confirmed delivery. 
XX/XX/2021, today I called again to follow up. After 2 hours on hold I was told that it was late and that the investigator in charge of my case would likely deny it since I took so long. I explained all of my efforts including the proof provided to them physically of these efforts and was told " It doesn't matter, and we don't control this I'm just looking at whats on the account. '' I asked to speak to the investigator and was denied, then I asked to speak to the head of the fraud department so I could get to the reason for their fax option not working. I was told they would then transfer me only to be promptly hung up on by the representative. 
I'm now currently waiting again to get through to their service as this is my only income and am physically incapable of working due to a XXXX XXXX XXXX XXXX. They offer no online ways to file fraud claims, a fax number that is permanently turned off, and an automated phone service that provides no service so that no claims can be processed while holding blame on the consumer. 
I have never had a bank take a month to even start reviewing a fraud claim to consider even providing a provisional credit back to the consumer.

Company response to consumer: Closed with monetary relief