Consumer complaint received 2015-05-26
Company: Comerica
State: AZ
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Re : Direct Express ( DE ) SR Number:XXXXXXXXOn XXXX XXXX, 2015 while attempting a retail purchase, my card was declined. Assuming that it was a mistake, I asked the clerk to retry ; again declined. I felt that perhaps due to using my card a good bit in the last few days, there was a suspicious activity hold on my account despite not knowing if that feature even existed. To my amazement, I found out that I had {$0.00} on my card, after {$810.00} in fraudulent charges had occurred, during XXXX transactions at XXXX separate XXXX, as had been informed by DE CSR. 

I was stunned and livid as I had never been in either store, nor allowed my card or pin to be compromised whatsoever ; my card was in my possession all along. After my verbal report/notification of the matter immediately upon my awareness ( XXXX/XXXX/15 ), I assumed that a credit would be applied in a reasonably considerate manner ( within XXXX days. ) DE said I needed to complete a questionare outlying the very same information that I provided by phone call with the fraud department. Considering my entire livelihood was at stake, I felt that this was a redundant, antiquated, and backwards approach, that could extend the duration for receiving a credit. Modern tools like fax or email was n't an option. I scraped up postage fee, to mail a letter as a substitute for questionnaire in route to me by mail. Allowing a few days for my letter to be received, I followed up with phone calls. My letter reached DE on XXXX XXXX, 2015. 

Each time I spoke with ill informed, rude, objectionable, inconsiderate, and inhumane reps at both level XXXX and XXXX level helpdesks - CSR reps and supervisors. 

Supervisors were of course apologetic while simultaneously displaying rudeness and uncompassion for my case in particular. Also, all refused to escalate my calls to fraud investigators or senior management. 

Out of desperation and frustration I called several times a day on several days, hoping that I would reach some logical manager with discretionary authority. Each call I practically begged and pleaded that my claim be expedited as I have XXXX and XXXX that required immediate medication and treatment, as well as, a meager food supply. It seemed even if I was dying in front of their eyes, the only response I could get is, " I apologize XXXX XXXX, but we ca n't do anything at the moment. " Reps at this company act with callous indifference to the suffering of their account holders, most like myself have no other monetary means or resources. Again, as I have a XXXX, contending with this matter with the robots at this organization, literally drove me into XXXX and I needed to go to the ER for XXXX. I understand that my claim was XXXX of however many being investigated but not everyone 's pursuant circumstances are equal. Some might not have the same sense of urgency. An emergency room would not XXXX over a XXXX XXXX victim. This is an entrusted XXXX dollar business that operates like a corner store. Despite their lucrative government contract, they seemed positioned not to to risk XXXX cent, unfortunately at the detrlment of the consumers that are the basis of their business. 

Claimants should be treated on case by case basis. Within the XXXX and elsewhere, I have seen widespread complaints similar to mine, where already marginalized XXXX recipients, have faced the unjust, undignified, and absurdity of trying to recover money to cover urgent living expenses and medical needs. I am flabbergasted that the US gov't continues to contract with DE, given the critical allegations against them for horrific and ridiculous practices and policies. Through my interaction with DE, I am sickened and appalled that they are allowed to function as is.

Company response to consumer: Closed with monetary relief