Consumer complaint received 2022-12-22
Company: Comerica
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
in XXXX, XXXX my debit card from Direct Express was declined despite my knowing I had enough money in the account to cover my purchase. I returned home and went onto the website to view my statement. I found a series of charges I didn't make on there that were processed through in XX/XX/XXXX. They are as follows... 
XXXX. XXXX, XXXX, FL XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXX TEXAS XXXX XXXX XXXX XXXX {$80.00} XXXX. XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX XXXX CASH PURCHASE {$330.00} XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX {$43.00} XXXX. XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, MD XXXX XXXX XXXX XXXX  {$84.00} XXXX. XXXX XXXX XXXX, XXXX XXXX, NJ XXXX XXXX XXXX XXXX {$90.00} I then got on the phone to direct express and disputed the charges. I received a response from them stating that since I had a similar charge in the past, they must be my charges. I admit I took my family to a puzzle room escape session for my granddaughter 's birthday in XX/XX/XXXX in XXXX XXXX XXXX, XXXX. I have never been to New Jersey or Maryland or Texas except to pass through or change planes and that was over XXXX years ago. I am now getting other charges I didn't make which I believe are stemming from XXXX I did make ... I authorized a {$1.00} charge on XXXX at XXXX for a question I had about a printer problem I was having. That charge shows up as XXXX, XXXX AND {$1.00}. The problem is that there is another charge, XXXX at XXXX to XXXX, XXXX FOR {$74.00} that said XXXX XXXX XXXX. I contacted Direct Express and they gave me a phone number XXXX and another number XXXX which I could reach no one at either of them. Direct Express then told me they couldn't do anything about the {$74.00} pending purchase because it hadn't gone through yet. They can't cancel a 'pending payment ' only XXXX that's gone through already. 
I have been trying since mid XX/XX/XXXX to get through to Direct Express about that charge and on my account it shows XXXX at XXXX that a payment to XXXX, XXXX FOR {$74.00} was processed. Both the 'pending cash purchase ' and the 'cash purchase ' are both at identical times. I also found some other charges I hadn't made XXXX at XXXX to XXXX XXXX XXXX, XXXX XXXX, CA {$1.00} PENDING CASH PURCHASE AND AGAIN ON XXXX AT XXXX TO XXXX XXXX XXXX XXXX XXXX XXXX, CA {$1.00} PENDING CASH PURCHASE. 
I tried on several occasions to reach Direct Express about these latest charges and was checking on my account whenever I could get internet access and on XXXX at XXXX XXXX  XXXX XXXX XXXX  {$74.00} WAS DEDUCTED FROM MY ACCOUNT. 
I have tried in vain for almost XXXX weeks now to get through to Direct Express but now I can not even access my account to see what is happening or even to obtain my balance. When I try to log into my account either through my pc or through the direct express app on my phone it says to call direct express ... My phone will go dead after XXXX hours of 'holding " trying to get through to them. 
I am stuck in XXXX, staying where I can because of all the fraudulent charges in XXXX and can not get back to XXXX  where we purchased a home in XX/XX/XXXX. 
I understand direct express is a government benefits card and is the way we on social security get paid, but aren't there any safeguards or protections for those of us who totally rely on them for our monthly stipend to not be defrauded? I had already put in a change of address notice at the post office before I received the final paperwork on the outcome of the fraudulent charges in XXXX, so I assume it's in Nebraska and I can't get there nor can I get ahold of direct express to find out what is going on with my money. 
The account number entered elsewhere in this complaint is the card number I had when the charges were made in XXXX. I have a new account number now. If this new number is needed, I will provide it.

Company response to consumer: Closed with monetary relief