Consumer complaint received 2023-07-26
Company: Comerica
State: IL
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Dear Representative, I am writing this letter to file a formal complaint against Direct Express, a financial institution that I have been dealing with regarding fraudulent charges on my Direct Express credit card. I believe that my consumer rights have been violated, and I am seeking the assistance of the Consumer Financial Protection Bureau ( CFPB ) to address these issues and seek a fair resolution. Below are my issues : 1. Issue 1 : There were 12 fraudulent charges from XXXX XXXX on my Direct express card. On XX/XX/2023, I was fraudulently charged {$150.00}. On XX/XX/2023, I was fraudulently charged {$170.00}, {$64.00}, {$100.00}, and {$260.00}. On XX/XX/2023, I was fraudulently charged {$100.00} and {$55.00}. On XX/XX/2023, I was fraudulently charged {$390.00}, {$70.00}, {$240.00}, {$190.00}, and {$53.00}. 
o Date of Occurrence : XXXX o Supporting documents : Exhibit A. Contains billing statements from direct express. 

1. Issue 2 : On XXXX, I filled a dispute with Direct Expresss Dispute Resolution Department for my fraudulent charges, totaling, {$1800.00} from XXXX XXXX. On XX/XX/2023, Direct Express sent a letter that they were denying my fraud claims. Direct express said they were denying my claim, because they found that the transactions with XXXX XXXX were authorized. Direct Express told me to contact XXXX XXXX directly. 
o Date of Occurrence : XX/XX/2023 o Supporting documents : Exhibit B. Contains a letter Direct Express sent me regarding my reports to the fraudulent charges. 

XXXX. Issue XXXX : On XX/XX/2023, I sent a letter to Direct Express to appeal their denial of my claim. In this letter, I included the fact that XXXX XXXX confirmed that they have no record of my fraudulent charges, but they are aware of fraudulent charges similar to mine. I also included that, XXXX XXXX said that, they can not reverse the charges without a dispute from Direct Express. Towards the end, I told Direct Express to reply with a written explanation of why my dispute claim was denied, and what steps they would take to investigate the matter. Direct Express still has not sent a written explanation. 
o Date of Occurrence : XX/XX/2023 o Supporting documents : Exhibit C. Contains a letter appealing Direct Expresss decision to deny my fraudulent charge claim. 

Actions Taken So Far : I filed a dispute form. I attempted to call and write to Direct Express. I wrote an appeal letter to Direct Express after they denied my claim. In the appeal letter, I requested that they send a written explanation of why my claim was denied, and what steps they took to investigate the matter. 

Desired Resolution : The best resolutions would be for Direct Express to provide a written explanation of why my claim was denied the first time, and what steps they took to investigate the matter the first time. Also, for Direct Express to re-evaluate my dispute, because in my appeal letter, I provided more factual information that responds to the concerns Direct Express had in the first place. Finally, the fraudulent charges totaling {$1800.00} should be refunded to me. 

I have attached copies of all relevant documents to support my complaint. These documents include a billing statements containing the fraudulent charges on my Direct Express credit card, and letters to/from Direct Express XXXX I am hopeful that the CFPB will review my complaint and work towards a fair resolution in a timely manner. 

I request the CFPB to investigate the matter thoroughly and take appropriate action against Direct Express if necessary to ensure they comply with consumer protection laws. 

Please acknowledge receipt of this complaint and inform me of the next steps in the process. If you require any additional information or documents, please do not hesitate to contact me at ( XXXX ) XXXX. Thank you for your time and anticipated cooperation to this matter. 

Regards, XXXX XXXX

Company response to consumer: Closed with explanation