Consumer complaint received 2017-07-21
Company: Comerica
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
After contacting US Direct Express over 500 times ( I can prove this fact via call logs ) my Fraud issue has not been rectified. The customer service at US Direct Express is toxic. I am unsure why the treasury department allows Comerica to manage Social Security benefits. I have been actively pursuing a fraud issue on the Direct Express card for 1 year. I have been contacting Direct Express since last year to resolve this and they have n't lifted a finger. I have proof of contact from US Direct Express, that forms were sent to me last year regarding my fraud complaint, yet the Comerica/US Direct Express did nothing to solve the problem. Halfway into XX/XX/XXXX I began contacting US Direct Express regarding unauthorized use of the debit card. The " tier 2 '' department stated that they would close the card and send me a new card. It was n't until late XXXX of XX/XX/XXXXthat I received a replacement card, approximately TEN MONTHS OF ACTIVELY TRYING TO GET POSSESSION OF A NEW CARD. It took US DIRECT EXPRESS OVER TEN MONTHS TO SEND ME A NEW CARD. ON TOP OF THIS, US Direct Express charged me NUMEROUS TIMES FOR replacement cards and EXPEDITED SHIPPING REGARDLESS OF NOT RECEIVING THE CARD. If I approached XXXX XXXX XXXX or XXXX about issuing a new card, it would take, at MOST, 2 days to receive a new Card and at times SAME DAY. IT TOOK US DIRECT EXPRESS TEN MONTHS TO ISSUE A NEW CARD. Please keep in mind that during these TEN MONTHS, US DIRECT EXPRESS FAILED TO SEND ME A NEW CARD. US direct Express stated that they sent out replacements but had no idea where they actually sent my replacement card to ). Meaning, even after US DIRECT EXPRESS FINALLY SHUT THE CARD DOWN AFTER HUNDREDS OF PLEAS TO DO SO, the account and the funds issued by Social Security could not be accessed because no REPLACEMENT CARD WAS EVER RECEIVED. How is it possible that Comerica/US Direct Express creates BARRIERS for the XXXX to ACCESS THEIR FUNDS ISSUED BY THE GOVERNMENT! To add to the issues, in XXXX of XXXX I received a fraud affidavit and sent US Direct Express the information as instructed by Tier 2 customer service, as well as the first level of customer service. It was filled out and sent to US Direct Express within the 10 days they state that the form needed to be sent in. Within those 10 days, when US Direct Express receives the form, in their own WORDS, US Direct express will credit the account if the affidavit is received within 10 days from when the customer receives the affidavit. Numerous affidavits were sent to me and sent back to US Direct Express, as they requested and nothing has been done to get my money back. After reviewing some of the thousands of other complaints, lodged with the CFPB against US DIRECT EXPRESS, I am one of many customers that have the same issue. I urge the CFPB to review the thousands of complaints against US Direct Express, in order to file a class action law suit, which was recently implemented policy as of early XXXX.

Company response to consumer: Closed with explanation