Consumer complaint received 2016-07-28
Company: Comerica
State: FL
Product: Prepaid card
Sub-product: Government benefit payment card
Issue: Unauthorized transactions/trans. issues

Complaint:
my debit card direct express debit card which is issued by the social security administration in order for me to receive my benefits each month on this debit card. on XXXX XXXX I filed a dispute over my wallet being stolen as well as my direct express debit card, i did call and cancel the card on XXXX XXXX, the individual whom had stolen my wallet was able to access my account of course by my wallet being stolen so was my social security card in it as well. the individual was able to call change my pin and access my funds on my debit card {$400.00} to be exact .this was a debit transaction from an atm machine. I called direct express on XXXX XXXX filed a claim dispute with the card company, i followed all requests for information pertaining to this dispute claim, I have been relentless in calling direct express level 2 fraud dept as to inquire about my pending fraud dispute. over and over I am getting conflicting comments as to the dispute. they know then they do n't know. a provisional credit is suppose to be credited to my account, I have yet to receive it ... direct express has made it difficult if not impossible to bring this dispute to a close. it seems as if they direct express debit mastercard issuer are systematically giving excuse after excuse, my dispute was opened on XXXX XXXX then closed due to lack of information received I followed their instructions sent faxes as of now it is " under investigation '' my dispute with direct express mastercard debit. ive asked the customer service time and time again for the individuals full name as to keep records of conversations their reply is 'I do n't have a last name ... I have been disconnected from the phone line on numerous occasions..i feel that direct express debit card services are doing their best to ignore me in hopes that I will go away ... just read the blogs online about the direct express debit card company contracted by the federal government for monthly benefits. 
I am getting no where I 'm at a great financial loss and I am frustrated as well as exhausted in communicating with the direct express customer service as well as LEVEL 2 dispute dept ... I feel that they are following direct protocol to put off deny deny in a nutshell I feel they will not credit my account I 'm sure they will find some reason for this. as I have talked to several other individuals in my position and they as well are receiving the same excuses treatment and denials as well ... sounds suspicious to me. this debit card company is well aware of my situation and as of now my last communication with direct express was on XXXX/XXXX/2016 I was told that my dispute is under investigation and that a provisional credit can APPEAR at anytime during the process. I feel direct express debit card services is an underhanded service and they are told as customer service reps to give excuses and deny ... im at a great loss because my XXXX benefits are received on my direct express debit card I have no money and I have had to make great sacrifices in my life not to mention the toll its has taken on my XXXX and health ... please help I 'm desperate.

Company response to consumer: Closed with explanation