Consumer complaint received 2016-07-21
Company: Comerica
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
I have a Direct Express card issued by Comerica Bank on behalf of a XXXX family member 's SSI payments. In XXXX 2016, the card was declined while attempting to make a food purchase. I immediately called the Direct Express customer service number ( XXXX ) to inquire of the account balance and availability. I had been asked to verify my identity by 1 ) stating my Social Security number 2 ) stating my full name, address, date of birth and phone number. Apparently there had been XXXX unauthorized charges made on the card at a department store XXXX miles from my home. The charges were exact to the amount remaining in the account! I was told by the customer service agent at Direct Express that I would need to complete an affidavit and return to Direct Express in order to dispute the charges. Also, my account would be closed immediately and a new card was issued and sent to me at that time. Upon receiving the affidavit from Direct Express, I filled out the forms and returned while patiently waiting for my new card to arrive. Two weeks after my initial call to Direct Express, I still had not received a new card that was supposed to take 5-10 business days to arrive. I called Direct Express and was again asked for the same credentials as before ( SS #, legal name, DOB, address and phone number ). I was informed that the account had not been closed out and a new card had not been issued to me, but my affidavit had been received and part of the funds would be credited to my account. The Direct Express agent would not override expediting the card to me nor would waive the charge for being issued a new card. 
Today, I find myself in an eerily similar situation where the newly issued card was used fraudulently. This was discovered when I contacted Direct Express to make a balance inquiry and was immediately transferred to a fraud department. Again, upon being connected I was asked for my SS #, legal name, DOB, address and phone number. The account was zeroed out by a vendor with an unknown name or location. Twice in three months this has happened and I have been even more cautious of using the card while shopping. The customer service agent, " XXXX '' at Direct Express repeatedly spoke over me as I attempted to reconcile the events of what had taken place and ask questions about the processes of recovery. I could not even get a reference number for my case as she abruptly ended the call. Wanting to resolve this, I called again and connected with a different Direct Express agent. Same questions of identity : SS #, legal name, DOB, address and phone number. I explained that I was calling back about my account status, the unauthorized purchases made, and the next steps to resolve the situation. His responses were automated and condescending at one point. It was suggested that I call back in five calendar days to follow up on the charges being settled. At that time he had confirmed a new card had been issued to me and that it should arrive within 5-10 business days. 
Having someone violate your personal information and use it is not an everyday occurrence for me and XXXX of other people in this world! Consumers need to understand how companies are protecting our rights and privacy and therefore asking questions is part of that communication. How are we to trust that our information is secure when the representatives " assisting '' us are rude and indifferent? Why is Direct Express handling the payments for SSI? A simple online search shows that this is a rampant problem with Direct Express!

Company response to consumer: Closed with monetary relief