Consumer complaint received 2020-04-03
Company: Comerica
State: NV
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
My troubles started on XX/XX/2020 I went to the local store to check my balance at a ATM machine inside the store I only wanted to check my balance to see if my benefits had arrived they had it was {$780.00}, the store that I was in will give you {$20.00} up to {$20.00} back in cash I need it {$40.00} therefore I decided to purchase a few items 2 x my first purchase was 2 sparkling Waters at a dollar each week is {$2.00} and I asked the {$20.00} back, I use my card approve the amount of {$22.00} put in my PIN number and was approved, I'm still in the store is less than 10 minutes for my second purchase wake was a pack of cigarettes 1 malt liquor and some type of candy my total came to {$38.00} and some senses I approve them out put in my pin card and my purchase was declined I tried again and my purse was still declined, so I went back to the ATM machine that's in the store to inquire on my balance XXXX  why we was denied or declined so I went out of the store to another store a couple of blocks away XXXX I tried to use my card on the ATM machine and it was declined stating that I temporarily did not make this transaction. I walked back to my apartment and discussed what happened to my money what's wrong with my card so I called direct Express and waited approximately 35 minutes before one of the agents came on the line the process in order to speak to an agent is 2 in your card number your PIN number your balance will be quoted and the last deposits that were made after which you have the option to use more services my option speak to a agent I don't remember which option I chose but I know it was one that led me to a agent, when the agent answered the phone I explained to him my problems, the agent responded by saying that my card had been blocked put on hold locked not by its agency but by MasterCard and that it would take a 24-hour. Of non-usage of the card before I was able remove the block with that was placed on my card I asked XXXX why would they put a block on my card he explained to me that using my card in the store twice to get money back looks like a fraudulent act of someone trying to get money off my card, I explained to the agent that there's nothing froglet fraudulent and me trying to get money off of my card he explained to me what it looks fraudulent to us I asked the agent is any way that you could get the lock off my card he explained that MasterCard is the one who put the lock on and that I would have to wait 24 hours from the last attempt made to withdraw funds off the card, I was unsatisfied with this so I called MasterCard, MasterCard answered the phone within a reasonable time 3 to 5 minutes, I explained to the agent the problems I was having and that direct Express conveyed to me that you that your company put a lock on my card, did I was speaking with explain to me the day do not do such actions with direct express that I would have to call back to direct Express, which I did and this person came on the phone 48 minutes later after I gone to the procedure did I explained earlier, I explained to the agent the problems I was having and that I spoke to MasterCard and that they could not and would not place a hold on my card, the agent explain to me that the card had no lock or hold on it and that I could use it. By the way each time that I called direct Express no matter what I entered to speak with an agent my car was always transferred to the fraud division ask to change my PIN and was referred to the floor division keep that in mind. I was somehow disconnected from the call and had to call back this time I wake I believe was 38 minutes before answer, after the agent answer the phone, I explained the problems I was having using my card and that I just talked to MasterCard and they explain to me that they would not put a hold on my card, the agent explain to me that my car does not have a lock or hold on it and that I should be able to use it and that I should go back to the store while she was on the phone to verify my usage of the card I would have to use the chip reader, so I walked back towards the store at which time my phone unbenounced and unaware that me had died because of low battery so I can turn you to the store and tried to ATM machine to see if I can get a balance I couldn't not, so I went back to my apartment, and call direct Express again after going to the procedure and waiting this time I believe for 48 minutes an agent came on I explained to the agent the problems I was having and that if I was able to talk to a supervisor after questioning me on my identity through questions and answers the agent inquired upon my account and explain to me that my card should work and that I should go back to the store and that he would hold on the phone until I went to the store to use my card and that I would have to use the chip reader so I went back to the XXXX purchase one item inserted my card in the chip reader and it would not be accepted the agent was still on the phone at the time and I'm explaining to him that the the chip reader would not accept the card, he insisted that it worked and that I should try again so we did the car did not work it was declined, the agent then explain it to me that something must be damaged or wrong with my chip and that he could send me another card I knew that would take at least three days expediently and that I would have to call pay for the cost, I explained that to the agent that I would have to wait 3 days and pay cost and why am I being penalized for something that they did by putting a lock on my card XXXX XXXX to waive the fees and send me another card, I asked if there was any other alternative so I might have getting my money right away he explained to me that I could go to the bank in the morning and use the banks chip reader and that I can get my money off the card so I did that in the morning around XXXX XXXX I left my apartment and got on the bus to go to the bank I used to bank machines or ATMs that of XXXX and that of XXXX XXXX  in both cases actions were declined stating that temporarily this action can not be completed now it is the morning of XXXX XXXX so I go back to my apartment to call direct Express once again it is taking me this time 53 minutes before agent answer the phone I asked the agent if I can talk with a supervisor to explain the problems I've been having I never was directed in speaking to a supervisor instead the agent insisted that the card should work and that there was no no block or a hold on my cardon my card advise me to change my PIN and that I should be able to use my card, I explained to the agent that they had put a block on my card and I'm not able to use it the agent insisted that they had done no such thing and I should be able to use my card that I should first change the pin number I tried this and tried to 4use the card  afterwards and the car was decline stating that that action temporary could not be completed try later my frustration was at a point a boiling over, I asked the agent to speak with a supervisor and was not granted the choice instead I was giving more XXXX  in order to shorten the story and move on I had attempted 18 * speak with direct Express in this matter, with no resolution to the problem, so my next step was to call MasterCard explain the situation and see if I were able to get any assistance the agent answer the phone when the reasonable time at 3 or 5 minutes I explained to the agent the problems I was having, they can explain your Master card could not do much but referred me to a number that I could get through it at this time calling direct Express to try to talk to anyone was impossible after emptying my card number the proper way to explain to me did I should try later and hang up so the agent at MasterCard gave me another number to direct Express that I should try I tried the number accepting my card number and pin number and transferred me over to the fraud division I guess of direct Express, I spoke with the agent again of direct Express and explain to the age of the problem that I was happy the agent explain to me at this point did I need to send in documentation to verify that I am the person who is the cardholder, that did not sit well with me first of all it was costing me more time and I explained to the agent I should have to explain or verify my identity you have been using your method of answers and questions to identify me why now anyway to make a long story short they asked me to send a picture ID and some other documentation I did it add a protest and frustration they got to me back right away by email this site was usdirectexpress.com, I sent the documentation that they ask for at a protest and received a reply from them I also sent another letter to them out of protest of more documentation I also demanded {$1000.00} a day of them for siege it for everyday that my benefits were denied because of seizure of my card I think that's the Gest of it.

Company response to consumer: Closed with explanation