Consumer complaint received 2022-09-08
Company: Comerica
State: AL
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
XX/XX/2022 Direct Express Phone : XXXX Fax : XXXX RE : XXXX # XXXX SR # XXXX To Whom It May Concern : I am XXXX and receive money from Social Security XXXX every month via the Direct Express debit card. Money is directly deposited on this card every 3rd day of the month. I have had no previous problems concerning my Direct Express card in the past. 

On XX/XX/2022, I was paying my monthly bills using this card, I pay my bills via the telephone. I always carried a positive account balance in rhe approximate amount of {$1200.00} in case of emergencies. My monthly benefit amount is {$1500.00}, So, I was very shocked to be told while I was paying my bills that I had insufficient funds on my Direct Express card. I contacted Direct Express and was told that at the end of XXXX I had no funds on my card. The customer service agent said I had several amounts withdrawn on XX/XX/2022 and the funds showed they were withdrawn was XXXX XXXX, NV. I have never been to XXXX XXXX and probably never will be. They gave me a phone number associated with these transactions. I called that number and was told that they had no control over who took the money. They said they were just an agent for the company and had no control over the money. 

Direct Express told me they were going to send me my transaction records from XXXX, 2022 through XXXX, 2022. The customer service representative told me to look over all the transactions and put them on a dispute form that they were sending me. I received everything. I looked over the statements and there were other transactions that were not approved by me. I listed all the unapproved transactions and returned the papers to Direct Express. They said they had 45 days to make decision concerning whether my money would be reimbursed or not. I called them frequently and a week after the 45 days, they said that had refused my claim. The only transaction they would discuss with me was a double charge of {$25.00} car wash on the same day. They said my claim was denied because I had to be there with my card and the chip to make a purchase. I did get a car wash that day but I only have one vehicle and did not wash it two times in one day. So, that was an error but I told them to forget it because I was more concerned about the charges of more than {$1200.00} made by someone in XXXX XXXX, NV. They stated that they would send me paperwork to appeal their decision. I waited several weeks and never received any papers. I contacted them on the Friday before XX/XX/2022 and was told they would resend the papers. Several more weeks went by with no papers being received. I called again and asked them if they could e-mail the papers since they seemingly could not get them in the mail. They transferred me to another customer Service Representative who told me my case had been closed and that there were no papers sent out because of the closed status. She said she would re-open my case and that I needed to call back within 3-5 business days. I called back in five days and was told the case was still closed so the original appeal papers had not been reconsidered. After arguing with this person, she said she would re-open the case and she gave me an escalation claim number. Again, I am told to call back in 3-5 days. When I called back, I was told that my escalation had been denied and the case had been closed again. It was suggested that I have a police write a report and have it sent to me and that it may give cause to re=open my account. 

During this time, I also had my XXXX account hacked, someone tried to withdraw money from my bank account ( luckily XXXX caught this before any money was taken ) and someone charged {$800.00} on one of my credit cards which I had to appeal to get my money returned. Thankfully, the credit card company returned my money in a timely manner. 

All Direct Express has done is give me the run around since XX/XX/2022, I mostly stay at home, I am single and no one lives with me. I have struggled through these months which I should not have had to do. I do not give my Direct Express card to anyone and it has never left my purse so I do not know how they can say that I had to be there with my card with the chip in order for these charges to be made. 

I deserve justice instead of being lied to and stalled. Anything that anyone can do to help me would be greatly appreciated. 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AL XXXX ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief