Consumer complaint received 2023-05-12
Company: Comerica
State: OH
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
I Filed my claim with Direct Express/Comerica as they receive my social security benefits check and transfer it to the card issued as per agreement with Social Security Administration . As soon as I discovered the unauthorized charge of {$67.00} I contacted customer service at Direct Express/Comerica and filed my claim. I also made a police report too with XXXX Ohio police department. XXXX XXXX XXXX was the officer assigned. I sent many email to show my only charges that I made and sent emails and screenshots trying find out how that could happen and so I showed my actual purchases like the {$28.00} at XXXXXXXX XXXX  Discount store. The officer ruled out that my purchase had anything to do, no duplicate billing ect. I received no communication from Direct Express/Comerica after my initial 2 calls. I was told the provisional amount of {$67.00} would be put back into my account as they investigate yet that was never done as per phone conversation. Direct Express/Comerica cancelled my card. Gave me a claim number and issued me a new card. I called back the second time to get the email address to send my evidence and to tell them provisional was not put into the account. On XX/XX/XXXX after getting an email from XXXX I went into the XXXX account, since I had not been in that account since XX/XX/2023. I contacted the customer service to tell them what happened and to have the debit card ending in XXXX removed. The representative extended himself and eventually sent me 3 emails showing me who made the unauthorized charge and I found out there were 2 in fact. {$67.00} and {$5.00} made on or about XX/XX/2023. I made no purchases for those amounts. As per the emails from XXXX it showed the charges came from XXXX XXXX Ohio and XXXX XXXX. I attached and emailed the new information to the police and Direct Express/Comerica and neither responded. XXXX representative told me Direct Express/Comerica would have same information as XXXX had given to me. The account was linked. I have had this happen repeatedly. I requested XXXX cancel linked card ending in XXXX which Direct Express/Comerica had already cancelled. Take notice that XXXX is associated with gas and electric billing. My gas is with XXXX XXXX Ohio in XXXX and my Electric with XXXX Ohio. I am on the Pipp and Heap plan and pay {$81.00} every month since my renewal plus transaction fees. I only know what XXXX said XXXX was as per XXXX. The second charge was from XXXX XXXX associated with XXXX. I sent evidence of my purchase history, what I was billed/paid showing nothing was purchased by me as per my order history the charges and payments as there was no match and there would not be as I stated. I did not even know what the XXXXXXXX XXXX XXXX was as it is not any debtor or vendor that I use as far as I was aware when I filed claim. I do not deal with XXXX or XXXX XXXX other then as per my purchase history substantiates. I am upset that Direct Express/Comerica did not give me my money back based on facts sent to them as soon as it was discovered. The last time this happened I had been given a direct contact name and I was to call her and not file complaint with this agency. Her name was XXXX, but she no longer works in that department. My attachments from XXXX, my XXXX history supports my position that Direct Express/Comerica should put my stolen prescription money ect back into my account and deal with the crooks. They once again failed to investigate properly and caused me to not be able to make my monthly XXXX purchaes ect. I am legally XXXX and a XXXX patient with complications. Since starting with Direct Express/Comerica this has happened to my late husband and me at least 7-8 times. It should not be happening. Each time I was awarded and found in favor of my claim and my position.

Company response to consumer: Closed with monetary relief