Consumer complaint received 2022-05-03
Company: Comerica
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
MY ID & SS CARD WAS STOLEN OUT OF MY WALLET OVER XXXX  MONTHS AGO & I HADNT GOTTEN MY XXXX CHECK {$790.00} A MONTH. I JUST STARTED GETTING MY CHECK OF {$840.00} IN XXXX. THE GUY WHO STOLE MY DOCUMENTS CHANGED ALL MY IDENTIFICATION ON LINE WITH DIRECT EXPRESS, WHO HANDLES SS CHECKS. THE GUY ORDERED XXXX DIFFERENT CARDS A MONTH. EVERYTIME I ORDERED A CARD, XXXX WAS ORDERED AND THEY ACCESS MY XXXX CHECK FOR THOSE XXXX MONTHS. I WENT TO THE POLICE STATION AND FILE A REPORT IN XX/XX/XXXX. I DIDNT KNOW ANYTHING ABOUT HOW TO GO ABOUT GETTING MY MONEY TIL I TOLD MY BROTHER, HE, HIS WIFE & NEPHEW HAS BEEN HELPING ME WITH EMAIL, GETTING DOCUMENTS, FAXING DOCUMENTS, OVERNIGHTING DOCUMENTS, AND LASTLY SENT A CERTIFIED WITH ALL THE DOCUMENTS. DIRECT EXPRESS SENT ME XXXX FRAUD PAPERS TO FILL OUT. THEY ALSO SENT THE TRANSACTIONS FOR THE DIFFERENT FRAUD CASES. I EVEN HAD A CASE NUMBER. DIRECT EXPRESS WAS REFUNDING ME OF XX/XX/XXXX, XXXX XXXX OF {$3500.00}. I CALLED DIRECT EXPRESS TO GET A NEW CARD BECAUSE THE GUY HAD ORDERED ANOTHER CARD, WHILE ON THE PHONE PLEADING WITH DIRECT EXPRESS PLEASE DONT LET THEM TAKE MY MONEY, WE WATCHED THE {$3500.00} SHRINK TO {$60.00}. THESE PEOPLE PUT A DOWNPAYMENT ON A CAR, PUT AN ALARM ON THEIR HOME, GOT THEIR CAR TAG, PAID UTILITIES, CELL PHONE, SENT MONEY TO XXXX CORRECTION FACILITIES AND A WHOLE HOST OF OTHER THINGS. I'VE BEEN LIVING WHEREVER I CAN SLEEP BUT MOSTLY ON THE STREETS OR ABANDONED CARS. DIRECT EXPRESS HAS HAD ME SEND ALL THIS PAPERWORK TO THEM AND SAID MY XXXX DAYS FOR THE INVESTIGATION EXPIRED ON XXXX, XXXX AND TO CALL THEN. THAT THEY WERE GOING TO PUT THE {$3500.00} ON A NEW CARD THEY WERE SENDING. I'VE GOTTEN XXXX CARDS IN A WEEK AND BOTH ARE INVALID. MY XXXX FRAUD CASE SAID IT WAS FOR XX/XX/XXXX AND THE AMOUNT WAS {$3000.00}. NOW EVRYTHING IS ON HOLD.ON SUNDAY XX/XX/XXXX, I WAS STRONGARMED BY THE MAN WHO GOT MY FIRST ID & SS CARD, FORCED ME OUT OF MY FRIEND 'S HOUSE, TOOK ME TO THE RIVER, TOOK MY NEW ID & SS CARD, MY MONEY, MY CELL PHONE. I WAS TOLD HE WANTS ME TO CHANGE MY PIN & GIVE IT TO HIM. I'M SCARED FOR MY LIFE BUT NOW I'M BACK WITH NO ID HAVING TO START ALL OVER FROM SCRATCH AGAIN. I CALLED THE POLICE & MADE A REPORT. THIS IS THE SAME MAN THAT STOLE MY ID & SS CARD THE XXXX TIME. NOW HE HAS AN UP TO DATE ID CARD BECAUSE I JUST GOT IT. I CALLED DIRECT EXPRESS AFTER TRYING TO ACCESS MY ONLINE ACCOUNT. THE PEOPLE HAVE ME LOCKED OUT AGAIN. THEY HAVE CHANGED MY USER NAME, EMAIL ADDRESS & MY BROTHER 'S NUMBER FOR DEPOSIT ALERTS & LOW BALANCE ALERTS. NOW THEY WILL GET THE ALERTS & ORDER ANOTHER CARD & TAKE MY MONEY A XXXX TIME. I CALLED DIRECT EXPRESS, STAYED ON THE PHONE AT LEAST XXXX HOURS. THEY WONT SEND INVESTIGATORS TO THE PEOPLE HOUSE OR THE POLICE. THEY KNOW WHO THEY ARE & KNOW WHAT THEY BEEN DOING TO ME. BUT I CANT GET ANYONE TO HELP ME. NOW DIRECT EXPRESS SAYS I HAVE TO GO TO SOCIAL SECURITY OFFICE & TELL THEM TO FAX BACK TO THEM A CONSENT BASED FORM & TO TELL THAT THAT I WANT TO DO A CONSENT BASED PROCESS THROUGH THE SOCIAL SECURITY OFFICE. BUT THESE PEOPLE HAVE ALL MY RECENT XXXX & IS GOING TO GET THE SECOND REFUND MONEY IF SOMEBODY DONT HELP ME. I'M GOING TO SOCIAL SECURITY TOMORROW TO TRY & GET THIS FORM SENT TO DIRECT EXPRESS. THEY TOLD ME THEY COULD NOT TRANSFER IT TO MY BANK ACCOUNT. THEY LIED! I WAS TOLD BECAUSE MY TIME LIMIT WAS XXXX  DAYS, THAT I COULDNT GET THE WHOLE YEAR BACK. BUT I DIDNT KNOW HOW. I JUST WANT DIRECT EXPRESS TO DO THE RIGHT THING & REIMBURSE MY MONEY THATS BEING STOLEN. I NOW HAVE A BANK ACCOUNT, BUT DIRECT EXPRESS KEEPS SENDING THESE PEOPLE NEW CARDS & LETTING THEM ACCESS WHATEVER REIMBURSEMENT I MIGHT BE ENTITLED TO. PLEASE HELP ME.DIRECT EXPRESS IS FDIC INSURED SO WHY I CANT GET MY MONEY. I

Company response to consumer: Closed with monetary relief