Consumer complaint received 2022-12-15
Company: Comerica
State: NV
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/2022 ; I woke a little before XXXX a.m. to find XXXX charges made to my direct express card about XXXX hours prior that I did not make or authorize. XXXX transaction was for XXXX dollars to a placed called XXXX XXXX XXXX ( XXXX, CA ) and eleven were for {$19.00} to a company called XXXX ( XXXX, CA ). 
I immediately called direct express customer service and spoke to a representative at XXXX that XXXX. She noted my complaint but informed me that I could not dispute the charges because they were still " pending '', but advised that I close or put a hold on ( I can't remember which ) the card. I needed some cash for bills and necessities, so I first went to an ATM, immediately, and withdrew {$500.00} and spent {$60.00} on some items. I, then, immediately called back and canceled my current card and ordered a new one. 
On the fourth of XXXX, I was able to call customer service and put an official dispute on file. I received paperwork in the mail from Direct Express on XX/XX/XXXX. I completed the paperwork which was basically a written version of what I told the dispute department on the fourth. I mailed the paperwork on the XXXX of XXXX. 
On the XXXX of XXXX, I received a credit from Direct Express for all XXXX charges which totaled {$230.00}. I had been made aware that a temporary credit could be given, but I was hoping that everything had been handled. I did receive the letter explaining the {$230.00} credit some days later, but remained hopeful that my money was money again. 
Unfortunately, on XX/XX/XXXX, XXXX of the {$19.00} credits were reversed. XXXX more credits for {$19.00} were reversed on the XXXX. ( The {$15.00} to XXXX XXXX XXXX has seemed to be resolved and that amount has stayed in my account. ) I called customer service because I was confused about what was happening. I was informed that the reversals were apart of the process and that the merchant would be the ones to reimburse me directly. The reversals, totaling {$210.00}, brought my account to over {$180.00} in the negative and that is where it stayed for the rest of the month. 
On the tenth of XXXX, I received mail from Direct Express informing me that the merchant has documentation proving the transactions were authorized by me and therefore I could not receive my funds. On Monday, XX/XX/XXXX, I called and argued the information on this letter. XXXX of the things that I told the representative was that on Saturday, the XXXX, I called the number listed for the merchant on my statement. When I called, it went immediately to voicemail. The voicemail was odd : it was a standard personal greeting instead of what you would expect to hear when calling a business, no business at all was mentioned, and all I could hear was a short " mumbling-cryish '' sound in the place of where a name would usually be said. The customer service representative seemed to use the strange voicemail information to send my case to another department that would give it XXXX more look. He said I should be contacted within XXXX business days. 
On Tuesday, the XXXX, another mail from Direct Express arrived. This one referenced only XXXX charge of {$19.00} from the merchant and saying that the merchant has documentation proving them correct and that the case is closed and the money would not be returned to me. On Wednesday, I once again tried to contact the merchant with the only information available to me, the phone number on my account statement. I called a total of XXXX times ; the calls were made during XXXX different times during what would be considered usual business hours. Each call resulted in the same strange voicemail described previously. 
The situation started to seem hopeless. I wondered if I was even " automatically entitled '' to my funds or if this was XXXX of those situations where you have to go to court or something. I googled some information on the topic and read that consumer protection states that I should get my money returned to me. I called Direct Express Disputes Department this morning, the morning of XXXX the XXXX, with questions : " Is direct express considered a bank? Do they have different rules? If I am protected why does this shady merchant hold more weight than me? ... and stuff like that. '' The representative this time became extremely short with me and was not helpful. I remained polite because I know that being angry will not help my situation but only hurt it, but I was emotional and close to tears as I told her that this money has affected the entire holiday season and XXXX is drawing near. She continued to speak as if there was nothing to be done and I need to stop wasting their time. After this conversation, I decided to put in a dispute with CFPB.

Company response to consumer: Closed with monetary relief