Consumer complaint received 2017-06-14
Company: Comerica
State: NC
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
on XX/XX/XXXX i woke to a low balance issue with my Drrtect Express card issued from Comerica.. I had been defrauded out of XXXX. in charges and International fees that evidently are a percentage of the charge. The Company refused to STOP the pending charges and allowed them to go through. I then spent 24 hours trying to reach their Tier 2 department which is only supervisors to start a claim. so they actually told me that i did not make my claim till tuesday when in fact i called the first time before XXXX XXXX  on Monday.. I was then told i had to wait for their claims form to reach me in the mail and fill it out. They did not tell me when i asked for a rush on my card that the funds would not be refunded to my card. so they charged me XXXX in shipping fees and another XXXX dollars for a card I had not lost.. It was still in my wallet. but because its their policy to end the card and start a new one. I got charged .. This brought my account balance to XXXX cents. I had no food for my service dog and advised them of this. and they refuse to credit my account. I had no food for Myself and they refused to credit my account. I received the bank statements in the mail on Saturday XX/XX/XXXX today is the XX/XX/XXXX and still no claim form.. I was told that if I did not return the forms to them before the XX/XX/XXXX I would receive no credit at all. I was also told on the XXXX the only way to get forms back was mail and they would stop the charges. These were lies. I called the company on Monday and told XXXX that i still had not gotten the claim forms could i just circle the charges on the paper and sent them back with a note. he said Yes and i was worried about the deadline. so He gave me the fax number for the company information that could have given me the previous Tuesday because of my issues. I then called them back Monday and was advised they received the complaint documents i needed to give them and i should wait 24 to 48 hours. yesterday i had to take my XXXX XXXX to the vet for a routine procedure that is covered by his medical plan. However i was advised he had health issues that would affect his ability to work and do his job if left untreated he would go XXXX as it was XXXX XXXX. His nails were too long. again I called them and told them that i needed my funds they had all the paperwork they needed to issue at least a provisional credit which I had been told could happen as soon as i got the paperwork in. I had to pay to fax the forms again borrowed money from my friends. another XXXX dollars this fiasco has cost me. the tier two person again REFUSED TO ASSIST me claiming now the only people that could fix the credit was the inspection department. and I would Have to wait another 7 days for that Provisional credit IF I QUALIFIED if I did not they would hold off returning funds for another 10 to 90 days. this has cost me sleep cost me mental and physical anguish it affected My XXXX XXXX ... Now i get there is a process .. yet the charges could have been stopped as they were only pending. they could have e-mailed their investigation department with the special circumstances. I jumped through their hoops I was lied to told different stories at every turn. I think this company is defrauding clients and keeping the money for themselves.

Company response to consumer: Closed with monetary relief