Consumer complaint received 2017-06-18
Company: Comerica
State: TX
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
On Friday XXXX XXXX,2017 around XXXX I XXXX XXXX attempted to withdraw the amount of {$400.00}. from an atm located within the local XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas the withdrawl was made by the use of my Direct Express  Card a product of Comerica Bank the first attempt failed I felt that the pin # could have been entered wrongly A second attempt was A successful I recived the {$400.00} amount another attempt to withdraw another {$400.00}. failed the machine indicated that there was insufficient funds in my account to withdraw this amount I called the Direct Express customer service # XXXX the  automated vice provided information indicating that my funds had been credited with the first {$400.00}. I then proceeded to speak with a live attendant who took all my account information I was told that I was being transferred to level 2 the transfer was made after about the automated annoucment advises that Direct Express was experiencing high call volume and I was cut off this situation existed for the high call volume.I spoke with the mgr. of XXXX XXXX XXXX XXXX XXXX XXXX XXXX advised him of the problem I had. On Sat XXXX XXXX 2017 I called Direct Express and learned through the automated service that my account had been credited with the proper funds. On wed XX/XX/XXXX around XXXX attempted to make another wihtdrawl this at the atm located at ther XXXX XXXX drive inn located at XXXX XXXX XXXX XXXX Texas.The first attempt to withdraw {$200.00}. failed another  attempt fails And I received A receipt indicated that the machine was having technical problems A copy of this receipt is attached to and made part of this complaint.I called Direct Express around XXXX XXXX then and there out side the XXXX XXXX. after listening to the Direct Express service I learned that my account had been credited with a {$200.00}. withdrawl I transferred to a live agent who took all my account information and was told tha I was to hold because I was being transferred to level 2 .while on hold the automated service  advises me of the high call volume and I was cut off this sequence of events was present until around XXXX XXXX XXXX of XXXX XXXX 2017.On XXXX XXXX,2017 at around XXXX XXXX I  placed another call to Direct Express customer service again I was put on hold and transferred to level 2 after about five minutes I was able to speak to speak with a female female agent I explained to her what took place on XXXX,2017 and on XXXX XXXX2017 I explained to her what happened on XXXX 2017 I told that my account had been debited with a {$200.00} withdraw and I did no get I explained my situation over and over she said she did not understand at which time I told her she was being taped. She told me tht she had to stop the call she was at my account she could see everything I was telling her after being cutoff I called back to Direct Express spoke with toi speak with alive agent asked to speak with a supervisor I waited to speak with supervisor after about 15 minutes iu was able to do so I told him about what at level 2 and how I had been cut off and why he did give his name he just told me tha he would put me through to level 2 after about 10miin of being put hold automated services advises me of the large call volume and cut me off I made At least 8 calls that and could not get pass the automated service. On Friday XX/XX/XXXX called Direct Express and afte about sis 6 attempts I was able speak with a live agent who told me that they were sending me to level 2 I was on hold for more than twenty minn alive agent comes on and comes on and ask me for my information he then ask for my information I gave it to him he then told me that I needed level2 I told him that I was on hold more than twenty minutes waiting for level 2 and he came up he then said that he would get me to level 2 I asked for his name and he said XXXX, I asked XXXX who and he said that company p [ olicy did allow him to reveal his full name. I made many other calls and was always told of the large call volume and the phone would hang up.Let me just sress that Direct Express its customers such informs its customers that they may be taped, they get vital information from customers dob ssa numbers and verify it how ever customers can not get their employee number or full name.

Company response to consumer: Closed with monetary relief