Consumer complaint received 2017-05-25
Company: Comerica
State: MD
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:
While on a family cruise with XXXX XXXX XXXX [ XX/XX/XXXX through XX/XX/XXXX ], I used the ships ATM on XX/XX/XXXX to withdraw funds from my Social Security benefits which are paid out to me the 3rd of each month ; I did get a receipt for the ATM purchase but it didnt have a balance, it only showed the ATM requested transaction amount and service fee. <P/>During the cruise, I never used my debit card on the ship or in any ports we stopped at [ XXXX XXXX XXXX and XXXX, XXXX for purchases ; I set up a cash account for the ship because my cruise was not for shopping but for relaxation and family bonding. <P/>On XX/XX/XXXX, I made another ATM withdrawal and did obtain a receipt with the transaction, fees and a balance but the balance did not reflect the correct dollar amount. I was unable to check my account because I did not purchase the ships internet package so for 7 days I was without cellphone service and/or laptop/computer service. <P/>On XX/XX/XXXX, we docked in the morning and as soon as I got home I immediately went online to check Direct Express to see why my bank balance was incorrect. I was completely taken back to find out that someone had hacked into my account making two ( 2 ) cash purchases on XX/XX/XXXX totaling {$290.00}, while I was on XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, in which I stayed on the ship because of the heat. <P/>I immediately called the banks customer service and filed a complaint. The banks customer service rep informed me that a fraud investigation would have to be opened and could not guarantee me when I would get my money put back into my account. I close the account and ask for reissuance of a new card ; I was informed if I wanted to expedite the arrival of the new card for a two-day delivery, I would have to pay a fee of {$13.00}. I did and that was deducted from my account immediately after I checked later that day. <P/>On XX/XX/XXXX, I made another call to the bank to check on the status of the investigation and was put on hold twice and disconnected both times and was furious. I called back and asked for the supervisor waiting on the phone forever, finally XXXX, the supervisor supposedly, came on the phone and informed me they couldnt put the money back into my account right away and it may take 45-90 days to complete the fraud investigation. He also let me know that if I returned the fraud paperwork back to them within 10 days I may get my money back into my account but there still was no guarantee. I informed him that because his bank was so lapse in allowing my account to be hacked that I now did not have money to pay for my medicines. It was clear and evident he could care less.
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Also, I was caught up in the OPM breach a few years ago and the government agency allowed my credit records to be monitored by XXXX to keep me informed of any illegal transactions in my name if it should occur. I called them and let them know the situation and fraud alerts were put on the credit bureaus as well as an investigator called and was appalled at how I was being treated by the bank. <P/>Finally, on XX/XX/XXXX, I received the fraud questionnaire dated on the cover letter as XX/XX/XXXX [ the same day I made the complaint ] it is clear and evident that the questionnaire was not mailed out until much later. The questionnaire was 3 pages which also requested that I file a police report of the incident. I called the county police department and the officer was at my home on XX/XX/XXXX, one-half hour from my initial call. Made the report, got the information needed from him and gathered supporting evidence and the questionnaire was mailed on XX/XX/XXXX. <P/>This situation had me so furious that I decided to investigate US Direct Express and Comerica Bank and their business ethics and was amazed at the complaints made by over 800+ Social Security benefits recipients and regular banking customers. So many variations of violations of customers banking rights that if investigated thoroughly both banking institutions personnel from the Board of Directors to the tellers would be prosecuted for fraud against the public. The Better Business Bureau [ XXXX XXXX  XXXX ] and [ XXXX XXXX XXXXXXXX XXXX ] has deemed the banks as not BBB accredited and have given them an F rating. There are so many complaints of outright fraud, misuse of deposited funds, poor customer service, blatant disregard for the disabled, veterans, retirees and aged they are preying on their depositors with no shame, bold and brazen disregard for banking regulations, outright fraud because they have been able to get away with their banking malpractices for so long because no one is coming after them. I also checked on XXXX and the complaints for both banking institutions were a nightmare too. <P/>I called Social Security and a service representative told me they couldnt do anything about it even though I let her know that this bank was selected by the Social Security Administration to handle direct deposits for their benefit recipients. How can a government agency select a bank that is practicing fraudulent business practices, be given the permissions of the Treasury Department and also can associate itself with the FDIC and no one is looking out for those who are being stolen from in plain view and complaints are falling on deaf ears. <P/>Today is XX/XX/XXXX and still no response from Direct Express and my money has not been put back into my account and I have no resources to pay for medications. Someone should be investigating the fraudulent practices and no one should be able to just take money out of your account and nothing is done.

Company response to consumer: Closed with monetary relief